Director Experience and Operational Excellence

As the Director Experience and Operational Excellence you will lead talabats 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. You will serve as a key voice in the COO leadership team championing data-driven decision-making operational excellence and a culture of continuous improvement. 

If you are passionate about building world-class experiences at scale this role is for you.

WHATS ON YOUR PLATE

Customer Experience Strategy & Leadership: 

• 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. 

Partner Experience & Budget Governance: 

• Oversee talabats 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. 

Fraud Operations & Risk Governance: 

• Provide strategic oversight of talabats 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. 

Insights & Analytics: 

• 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. 

• Partner with BI Data Science and Product to build the data infrastructure that underpins reliable departmental performance visibility. 

• Run primary research NPS programs to gather structured well represented qualitative feedback - using these to inform local and regional priorities

People Leadership & Organisational Development:

• Lead and develop a team of middle managers and specialists and analysts. 

• Design the departments OKR framework KPI architecture and Business Review structure. 

• Set clear goals for the function and drive high performance and professional growth across all levels fostering a culture of ownership innovation and customer-centricity. 

Senior Stakeholder Management & Cross-Functional Leadership:

• Serve as the experience authority in senior leadership forums influencing Product Commercial Finance and Operations decisions. 

• Present strategic insights budget performance and departmental OKRs to COO and ExCo leadership.

•  Lead high-complexity cross-functional programs assigned at department or company level with no existing playbook.

Qualifications :

WHAT DID WE ORDER

Qualifications & Experience:

• Bachelors or Masters 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 performance management and CX or operational strategy. 

• Experience working across multiple markets and geographies.

Skills & Competencies:

• Exceptional leadership skills able to inspire align and develop high-performing teams. 

• Strategic mindset with strong execution discipline; comfortable operating at both the 30000-foot and ground levels. 

• Data-driven decision-making with the ability to synthesize complex datasets into clear insights and recommendations. 

• Excellent stakeholder management and executive communication skills able to influence and present to ExCo and Board level. 

• Deep customer and partner empathy with a passion for delivering exceptional experiences at scale. 

• Strong cross-functional collaboration skills across Product Finance Legal and Operations. 

• Ability to lead through ambiguity and drive clarity in complex fast-moving environments. 

• AI-first mindset comfortable leveraging automation and emerging tools to drive scale and efficiency.

Remote Work :

No

Employment Type :

Full-time

Experience: years
Vacancy: 1