Job Description

Job Description

We’re looking for an experienced, execution-driven Operations Excellence Director to own the end-to-end excellence agenda for Service Operations. You will set the multi-year roadmap and lead cross-functional execution across cost & policy governance (refunds/compensation), fraud strategy, process and automation, experience analytics, data infrastructure & insights, and workforce/BPO partnership strategy—improving customer/vendor/rider experience while protecting unit economics and reducing operational risk.

What you’ll be doing


Business Processes & Automations

  • Own Service Ops process excellence: end-to-end SOPs, escalation frameworks, quality loops, and process documentation standards.
  • Manage the tools, systems, and integrations used by Service Ops, ensuring they are effective, scalable, and reliable.
  • Own Help Center flows and self-serve process optimization in partnership with Product/UX/Conte...

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