Operations Excellence Director

TL;DR

Operations Excellence Director: Owns the end-to-end excellence agenda for Service Operations, setting multi-year roadmaps and leading cross-functional execution across cost & policy governance, fraud strategy, process and automation, experience analytics, data infrastructure, and BPO partnership strategy. Focus on improving customer, vendor, and rider experience while protecting unit economics and reducing operational risk.

Location: Hybrid in Athens, Greece

Company

hirify.global is part of the Delivery Hero Group, a pioneering local delivery platform operating in over 70+ countries worldwide.

What you will do

• Lead Service Operations excellence, covering process, automation, and fraud strategy.
• Drive experience analytics to identify pain points and implement cross-functional improvements.
• Manage compensation, refund policies, and fraud detection/prevention.
• Own Service Operations data infrastructure, reporting, and provide leadership insights.
• Develop and oversee BPO partnerships, including performance and negotiations.
• Lead and develop multiple teams, fostering accountability and talent growth.

Requirements

• 10+ years of experience in Operations Excellence, Service Operations, Process Excellence, or Strategy & Ops, preferably in high-volume environments.
• Proven ownership of cost levers, including refunds/compensation governance and productivity savings.
• Strong process excellence toolkit (SOP governance, redesign) and experience with tooling/automation (systems, integrations, Help Center optimization).
• Fluency in data & analytics: KPI design, dashboard requirements, metric governance, and data quality.
• Extensive experience in BPO/vendor management, including pricing, SLAs, and negotiations.
• Exceptional communication, strategic prioritization, problem-solving, and senior stakeholder influence.

Nice to have

• Project Management certification (e.g., Prince PMI 2).
• Fraud/risk program exposure in a digital marketplace.
• Experience with Help Center / self-serve strategy.
• Familiarity with modern CX tooling ecosystems.

Culture & Benefits

• Attractive remuneration package.
• Comprehensive health benefits: Private Medical & Life Insurance, and mental health support.
• Professional growth opportunities with access to online training and a Global Mobility plan.
• In-house cafeteria, gym, and ticket restaurant card.
• Pension Plan for future savings.
• Dynamic, fast-growing team culture focused on innovation, ownership, and collaboration.