Process and Policy Manager

Process and Policy Manager

Industry: Food Delivery Technology / E-commerce

Employment Type: Fixed-term contract (12 months)

A Process and Policy Manager is required to lead customer service process improvement and operational excellence initiatives across a global technology business. The role is responsible for defining and delivering process, policy and customer service strategy while leading a team of specialists focused on continuous improvement, operational efficiency and customer experience.

Key Responsibilities

• Develop and implement customer service process and policy improvements across multiple business areas.
• Own the strategic roadmap for operational improvements, ensuring measurable improvements in KPIs, customer experience and operational efficiency.
• Lead, coach and develop a team of Process and Policy Specialists, fostering a high-performing and collaborative culture.
• Identify continuous improvement opportunities across customer, restaurant, grocery and delivery partner operations.
• Recommend and implement global policies and processes that support consistent customer service delivery.
• Contribute to channel strategy, contact strategy and the effective use of technology and personalisation capabilities.
• Promote a culture of continuous improvement through best practice sharing, coaching and stakeholder engagement.
• Analyse operational performance and use data-driven insights to prioritise improvement initiatives.
• Lead projects spanning multiple departments and business functions.
• Collaborate closely with Product, Technology, Sales, Delivery Operations, Workforce Management, Customer Service leadership and other cross-functional teams.
• Ensure operational policies and processes are implemented consistently across markets while allowing for local business requirements.
• Present recommendations, progress updates and strategic plans to senior leadership teams.
• Partner with Portfolio and Change teams to prioritise and deliver operational change initiatives.

Requirements

• Previous Customer Service experience, ideally within a technology-driven organisation.
• Proven experience identifying, implementing and managing process improvement initiatives.
• Experience leading and developing high-performing teams.
• Strong analytical skills with the ability to use data to drive business decisions.
• Experience managing cross-functional projects involving multiple stakeholders.
• Excellent stakeholder management, communication and influencing skills.
• Ability to balance strategic thinking with practical execution in a fast-paced environment.
• Knowledge of Continuous Improvement methodologies, tools and best practices.
• Strong organisational, leadership and problem-solving skills.

What's on Offer

• 12-month fixed-term contract.
• Opportunity to lead strategic customer service transformation initiatives within a global technology organisation.
• Leadership responsibility for a specialist process improvement team.
• Exposure to global cross-functional stakeholders and large-scale operational programmes.
• Collaborative, fast-paced environment with opportunities to influence customer service strategy and operational excellence.