Director Experience and Operational Excellence

Join Delivery Hero as Director of Experience and Operational Excellence in Dubai, United Arab Emirates, in this full-time leadership role focused on transforming customer satisfaction and operational efficiency across our platform.

Position Summary

As Director of Experience and Operational Excellence at Delivery Hero, you will lead strategic initiatives that enhance every customer and operational touchpoint. Combining data-driven insights with operational expertise, you will identify improvement opportunities, streamline processes, and implement solutions that elevate customer satisfaction whilst maximising efficiency. This hands-on leadership position merges strategic vision with practical execution in a dynamic, fast-paced environment where your impact drives measurable business outcomes.

Key Responsibilities

• Develop and execute comprehensive customer experience and operational excellence strategies aligned with Delivery Hero's business goals
• Lead cross-functional teams in analysing customer feedback, identifying pain points, and implementing targeted improvements
• Oversee process optimisation initiatives designed to reduce operational friction, lower costs, and improve service delivery standards
• Establish key performance indicators, monitor metrics, and deliver regular performance insights to senior leadership
• Collaborate with product, customer service, and operations teams to ensure seamless rollout of experience enhancements
• Foster a culture of continuous improvement and operational excellence throughout your teams and the broader organisation

Qualifications

• 7+ years of experience in operations, customer experience strategy, business excellence, or equivalent leadership roles
• Demonstrated success leading large-scale operational transformation or customer experience programmes
• Strong analytical capabilities with proven ability to translate data into actionable strategic recommendations
• Excellent stakeholder management skills and experience collaborating across multiple functions
• Familiarity with process optimisation frameworks (Lean, Six Sigma, or similar methodologies preferred)
• Experience building and developing high-performing teams
• Fluent written and verbal communication in English

About the Company

Delivery Hero is a globally recognised technology platform revolutionising food delivery through innovation and operational excellence. Operating across numerous markets worldwide, we partner with restaurants and delivery professionals to deliver exceptional value to customers everywhere. Our Dubai operations represent a key hub for our Middle East and North Africa expansion.

Next Steps

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.