Operation Process Improvement Analyst (Grocery)

About the Role We're building the region's next-generation instant retail and food delivery experience — and we're looking for a data-driven Operation Process Improvement Analyst - (Grocery Vertical) to own how customers feel every order, from checkout to doorstep. What You'll Do • Build and monitor experience dashboards — design dashboards that track customer experience across the full order journey; detect anomalies, drill down into the data, and deliver root-cause analysis reports that drive real operational decisions • Resolve offline service disputes — independently handle customer complaints related to in-store/rider service conduct, and drive closed-loop resolutions that prevent repeat issues • Safeguard merchant availability — establish monitoring mechanisms for store operation rates and lead out-of-stock (OOS) governance programs to keep shelves and menus reliably "live" • Control merchant-fault cancellations — track merchant liability cancellation rates, partner daily with frontline teams, and resolve abnormal spikes quickly and systematically What We're Looking For • Bachelor's degree or above • 2+ years of operations experience in e-commerce, instant retail (Q-commerce), or food delivery platforms or similar • Strong SQL skills — comfortable writing multi-table joins and metric calculations independently, without analyst hand-holding • Hands-on experience building monitoring dashboards with a BI/visualization tool (Tableau, Power BI, Looker, or similar) • Sharp data instincts — you can spot an anomaly in a trend line, break it down to root cause, and write an analysis that operations leaders actually act on • Experience handling customer complaints and service disputes end-to-end, with a track record of closing the loop — not just closing the ticket Show more Show less

Bachelor's degree or above; 2+ years of operations experience in e-commerce, instant retail (Q-commerce), or food delivery platforms or similar; Strong SQL skills — comfortable writing multi-table joins and metric calculations independently, without analyst hand-holding; Hands-on experience building monitoring dashboards with a BI/visualization tool (Tableau, Power BI, Looker, or similar); Sharp data instincts; Experience handling customer complaints and service disputes end-to-end, with a track record of closing the loop.

Build and monitor experience dashboards — design dashboards that track customer experience across the full order journey; detect anomalies, drill down into the data, and deliver root-cause analysis reports that drive real operational decisions; Resolve offline service disputes — independently handle customer complaints related to in-store/rider service conduct, and drive closed-loop resolutions that prevent repeat issues; Safeguard merchant availability — establish monitoring mechanisms for store operation rates and lead out-of-stock (OOS) governance programs to keep shelves and menus reliably "live"; Control merchant-fault cancellations — track merchant liability cancellation rates, partner daily with frontline teams, and resolve abnormal spikes quickly and systematically.