Business Process Improvement Manager

Job Responsibilities

1. Define and govern service policies across the takeaway ecosystem (customer, merchant, and rider), ensuring a balanced, sustainable three-sided experience aligned with regional business strategy.
2. Architect the end-to-end service journey from AI-driven self-service through to human-assisted resolution—owning service routing logic, tiered escalation frameworks, and service risk-control mechanisms.
3. Localize service design for the Brazilian market , translating customer behavioral insights into culturally appropriate service flows, resolution frameworks, and frontline communication playbooks.
4. Drive frontline process excellence by designing clear, concise, and operationally efficient workflows for the customer service center—continuously optimizing to raise first-contact resolution rates and reduce handling time.
5. Lead data-driven service improvement by analyzing service m...