Operation Process Improvement Analyst (Grocery)

About the role

We are building the region's next‑generation instant retail and food delivery experience. We need a data‑driven Operation Process Improvement Analyst for the Grocery vertical to own the customer experience from checkout to doorstep.

Key responsibilities

• Build and monitor experience dashboards that track the full order journey, detect anomalies and provide root‑cause analysis to drive operational decisions.
• Resolve offline service disputes by handling customer complaints related to in‑store or rider conduct and delivering closed‑loop solutions.
• Safeguard merchant availability through monitoring store operation rates and leading out‑of‑stock governance programs.
• Control merchant‑fault cancellations by tracking cancellation rates, collaborating with frontline teams and addressing spikes systematically.

Required profile

• Bachelor's degree or higher.
• At least 2 years of operations experience in e‑commerce, instant retail (Q‑commerce) or food‑delivery platforms.
• Strong SQL skills with ability to write multi‑table joins and metric calculations independently.
• Hands‑on experience building monitoring dashboards using Tableau, Power BI, Looker or similar tools.

Required skills

• SQL
• Tableau
• Power BI
• Looker