Head of Delivery Operations IL

Role Overview

The Head of Delivery Operations is responsible for the delivery operations and network optimisation across the Israeli market and will directly report to the Regional Director within the Global Logistics organization. The successful candidate will help define and drive the Israeli delivery operations strategy, leading a team and working closely with other functions both within the Israel market and global functional teams e.g. Logistic analytics, courier experience and commercial teams to further enhance and optimise the delivery services and maximise the order volume through a data driven operational excellence approach.

Delivery is a key growth driver and enabler for further adjacent verticals and delivering a best in class experience for all stakeholders (customers, restaurants, groceries, retailers and couriers) is absolutely critical and ultimately the responsibility of the Israel Head of Delivery Operations.

Key Responsibilities

• Lead the successful execution of our delivery services, driving cost optimisation whilst balancing performance outcomes for customers, partners and couriers, running a well managed, efficient and data-driven operation
• Responsible for aligning and adhering to country service levels, ensuing a competitive proposition to maximise customer conversion and partner retention, with a relentless focus on outlier management to drive performance improvements
• Set and drive standards of operational excellence and promote continuous process improvement within and across teams
• Drive a safety and compliance focussed culture, leading on the identification of new risks and opportunities in the competitive environment
• Drive our courier engagement programme, working closely with Marketing and our Global teams, to drive improved courier insights and loyalty
• Collaborate closely with our partner accounts teams to drive operational best practice, and support new brand partnership opportunities
• Continually identify, qualify and track key business risks and dependencies; define mitigation and contingency plans assigning appropriate resources, and constantly communicating status
• Lead key cross-functional business projects and work with relevant project sponsors and key stakeholders to manage project delivery
• Enable team members to deliver and develop through continuous coaching and personal development
  
  

• Experience in managing large scale operations and ideally experience in delivery
• Proven track record of establishing operational excellence and leading a culture of continuous improvement
• Strong team player, project and people manager - able to gain trust, respect and confidence quickly and effectively
• Independent thinker, proactive problem solver, able to see the big picture, and think “one step ahead”
• Strong analytical skills and generally data-driven
• Comfortable working with ambiguity within a rapidly changing, fast-paced environment
• Self-aware, able to influence others and manage their perceptions upwards, downwards and laterally
• Ideally operational line management experience
  
  

• 3+ years experience leading an sizeable operations
• Track record of driving operational targets, ideally in a digital-first environment
• Experience & proven success in a budget-ownership role
• Willing to work outside of regular business hours on an exception basis (e.g. during a crisis)