Director Experience and Operational Excellence
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Key skills for this role
About the Role
As the Director Experience and Operational Excellence you will lead talabat's end-to-end experience function across four pillars Customer Experience, Partner Experience, Fraud O.
Key Skills for This Role
Responsibilities
- Own the end to end CX strategy across all verticals and 8 MENA markets
- Define and govern cNPS, cSAT, and other north star metrics
- Translate customer data into prioritized initiatives to improve retention and satisfaction
- Oversee Partner Experience function and ensure vendor satisfaction
- Maintain full accountability for functional budgets including customer and vendor compensation
- Provide strategic oversight of Fraud Operations function
- Oversee Insights function ensuring real time visibility through dashboards
- Lead and develop a team of middle managers, specialists, and analysts
- Design department OKR framework, KPI architecture, and Business Review structure
- Serve as experience authority in senior leadership forums
Requirements
- Proven experience in a senior leadership role overseeing customer experience, partner experience, or operational excellence
- Experience managing multi million EUR budgets with direct P&L impact
- Ability to operate at both strategic and executional levels
- Experience influencing product and commercial roadmaps
- Strong data driven decision making skills
- Experience leading cross functional teams and developing senior managers
Full Job Posting
Role Overview
- As the Director Experience and Operational Excellence you will lead talabat's end to end experience function across four pillars Customer Experience, Partner Experience, Fraud Operations, and CX Insights spanning 8 markets in MENA.
- You will be accountable for setting and executing multi year strategies that drive customer and partner satisfaction, govern multi million EUR budgets with direct P&L impact, and oversee the integrity of the platform through robust fraud governance.
What's on Your Plate?
- Own the end to end CX strategy across all verticals (Food, tMart, Local Shops, DineOut) and 8 MENA markets.
- Define and govern cNPS, cSAT, and other north star metrics setting targets, driving methodology, and leading cross functional execution to move them.
- Translate customer data, behavioral trends, and support signals into prioritized initiatives that improve retention, satisfaction, and order frequency.
- Champion process automation, standardization, and digitalization of key CX workflows.
- Oversee talabat's Partner Experience function, ensuring vendor satisfaction (vNPS/vSAT) is treated as a strategic competitive differentiator.
- Maintain full accountability for the Functional budgets customer and vendor compensation program a multi million EUR annual budget.
- Govern the complete portfolio of partner facing policies and SOPs across all markets and verticals.
- Provide strategic oversight of talabat's Fraud Operations function, covering prevention, detection, and response frameworks.
- Ensure fraud governance is aligned with compliance, audit, and legal standards.
- Drive cross functional alignment between Fraud, Product, Finance, and Legal.
- Oversee the Insights function, ensuring real time visibility into performance across all markets through robust dashboards.
- Champion a data first culture across the department ensuring insights translate into action.
Qualifications
- Proven experience in senior leadership roles overseeing customer experience, partner experience, or operational excellence.
- Experience managing multi million EUR budgets with direct P&L impact.
- Ability to operate at both strategic and executional levels.
- Experience influencing product and commercial roadmaps.
- Strong data driven decision making skills.
- Experience leading cross functional teams and developing senior managers.
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