Senior Manager, Strategy & Planning

Location: Kuala Lumpur, Malaysia

Company

hirify.global is a local delivery platform within the Delivery Hero Group, operating across approximately 65 countries.

What you will do

• Shape the CX and Service Operations strategy with senior leadership, aligning priorities with company goals and financial targets.
• Translate strategic priorities into roadmaps, initiatives, and OKRs across Service Operations.
• Run governance forums, including monthly and quarterly business reviews, leadership reviews, and All Hands.
• Lead complex cross-functional initiatives across Product, Finance, Marketplace, Vendor Operations, and Support.
• Track milestones, risks, mitigations, OKRs, and operational performance.
• Analyse metrics such as CSAT, contact rate, cost per contact, cost to onboard, and automation rate to identify improvement opportunities.

Requirements

• 5+ years of experience in strategy, operations, consulting, or program management, with a record of driving execution in complex environments.
• Strong structured-thinking, analytical, problem-solving, and decision-making skills.
• Experience influencing senior stakeholders and collaborating across multiple functions and regions.
• Ability to define metrics, interpret data, and turn insights into actionable recommendations.
• Clear and concise communication skills, including the ability to create leadership narratives and materials.
• Bachelor’s degree in Business, Operations, or a related field.

Culture & Benefits

• Work within a global local-delivery platform operating in approximately 65 countries.
• Collaborate with teams across Product, Finance, Marketplace, Vendor Operations, and Support.
• Operate in a fast-paced environment with multiple competing priorities.