foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
As a Specialist in Operations Excellence, you will focus on enhancing our Help Center experience and improving the operational efficiency of our customer service platforms. You will be responsible for optimising processes related to customer support, developing and refining YAML configurations to support automation, and ensuring a seamless experience for users across multiple markets. This is an exciting opportunity to apply your technical skills and problem-solving expertise to improve the quality and consistency of our Help Center operations.
What’s on Your Plate?
Help Center Process Optimisation
Enhance the Help Center experience by improving operational workflows and ensuring a streamlined process for customers to access the support they need.
Work closely with customer support teams to identify pain points in the customer journey and develop solutions to improve overall satisfaction.
Collaborate with cross-functional teams to standardise help centre workflows, FAQs, and other resources across all markets, ensuring consistency and efficiency.
YAML Coding and Automation
Utilise YAML coding to support automation processes, ensuring configurations are optimised for scalability and efficient data management across systems.
Develop and maintain YAML-based templates for Help Center integrations, ensuring smooth automation of customer support workflows and issue resolution.
Collaborate with engineering and IT teams to deploy and troubleshoot YAML configurations in the support environment, ensuring systems are responsive and bug-free.
Collaboration and Communication
Work closely with product, engineering, and customer support teams to ensure Help Center tools and workflows are aligned with customer and business needs.
Contribute to regular feedback loops with stakeholders, suggesting improvements and helping implement new features in the Help Center.
Performance Tracking
Monitor Help Center performance metrics, identifying opportunities for process improvements and automation that can reduce response times and improve customer satisfaction.
Use analytics and feedback to measure the effectiveness of implemented changes, driving continuous improvement within the Help Center team.
Qualifications
3+ years of experience in customer support operations, Help Center management, or process optimisation.
Strong experience with YAML coding, automation tools, or systems configuration.
Ability to manage and optimise workflows, integrating automation and streamlining operational processes.
Experience in customer service, especially within a call center or help desk environment.
Strong analytical skills, with the ability to use data to improve processes and drive improvements.
Core Competencies
Solid understanding of customer service workflows and the tools that enhance Help Center operations.
Proficiency with YAML coding and an understanding of its application in automating workflows.
Strong problem-solving skills, with the ability to propose and implement solutions in a fast-paced environment.
Effective communication skills, with the ability to engage stakeholders across different teams.