Director Experience & Operational Excellence
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Key skills for this role
About the Role
Talabat is seeking a Director of Experience & Operational Excellence to lead customer and partner experience, fraud operations, and insights across 8 MENA markets. This senior leadership role involves setting multi-year strategies, managing multi-million EUR budgets, and driving operational excellence.
Key Skills for This Role
Responsibilities
- Own 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 multi million EUR annual budget for compensation programs
- 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
- Serve as experience authority in senior leadership forums
Requirements
- Bachelor's or Master's degree in Business Administration, Operations, CX, Data Analytics, or related field
- 10+ years of experience in customer experience, operations, or strategy, preferably in e commerce, food delivery, or high growth tech
- Proven track record of leading mid level managers and large teams in a matrixed organization
- P&L or budget accountability at multi million EUR scale
- Strong background in data analysis and data driven decision making
Full Job Posting
Job Description
- As the Director Experience, Fraud 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.
- This is a high impact senior leadership role requiring the ability to operate at both a strategic and executional level — influencing product and commercial roadmaps, shaping cross functional policy, and developing a team of senior managers and specialists.
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 linked to commercial performance.
- Maintain full accountability for the Functional budgets customer and vendor compensation program — a multi million EUR annual budget — including annual planning, policy design, market rollout sequencing, and ongoing financial governance.
- 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 across the ecosystem.
- Ensure fraud governance is aligned with compliance, audit, and legal standards.
- Drive cross functional alignment between Fraud, Product, Finance, and Legal to balance risk mitigation with customer experience quality and platform growth.
- Oversee the Insights function, ensuring real time visibility into performance across all markets through robust dashboards and structured reporting.
- Champion a data first culture across the department — ensuring insights translate into action.
Qualifications
- Bachelor's or Master's degree in Business Administration, Operations, CX, Data Analytics, or a related field.
- 10+ years of experience in customer experience, operations, or strategy, preferably in e commerce, food delivery, or a high growth tech environment.
- Proven track record of leading mid level managers and large team members across multiple functions in a matrixed organization.
- P&L or budget accountability, experience ideally at a multi million EUR scale.
- Strong background in data analysis and data driven decision making.
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