Operational Excellence Program Manager, Customer
On-site · Budapest, Budapest, Hungary
Job Summary
Operational Excellence Program Manager leads high-impact programs to optimize operations, customer/rider/vendor experience, and scalable growth across global markets. Responsibilities include defining goals and milestones for cross-functional initiatives, coordinating timelines and resources, tracking KPIs and reporting to leadership, guiding POCs from OPEX/local markets, enabling teams, and driving data-driven improvements. Key skills include program management in a matrix environment, stakeholder influence, data analysis (SQL/Python), and data visualization (Tableau/Power BI). The role emphasizes governance, risk management, and continuous improvement to standardize best practices while respecting local nuances, contributing to global growth from Delivery Hero Group's Berlin HQ.
Required Qualifications
- 6+ years of experience in program management, operations, or process optimization with a focus on experience (customer, rider, vendor), service transformation, or operational excellence
- Hands-on experience delivering complex projects in a matrix, cross-functional environment
- Experience in developing and applying program management standards and governance
- Experience analysing large datasets using SQL, Excel, Python or similar tools
- Experience with data visualization tools (Tableau, Power BI) to report performance and trends
- Strong communication and stakeholder management skills; ability to influence senior leaders
- Familiarity with change management frameworks and tools
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