Operation Excellence Analyst – Grocery & Marketplace

About the role

We are building the region’s next‑generation instant retail and food‑delivery experience. As an Operation Excellence Analyst for the Grocery & Marketplace vertical you will own the end‑to‑end customer experience, turning data into actionable insights that improve every order from checkout to doorstep.

Key responsibilities

• Design, build and monitor dashboards that track customer experience across the full order journey, detect anomalies and deliver root‑cause analysis reports.
• Handle offline service disputes independently, resolve customer complaints related to store or rider conduct and implement closed‑loop solutions.
• Establish monitoring mechanisms for store operation rates, lead out‑of‑stock governance programs and ensure merchant availability.
• Track merchant‑fault cancellation rates, collaborate with frontline teams daily and address abnormal spikes quickly and 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 a BI/visualisation tool such as Tableau, Power BI or Looker.
• Sharp data instincts to spot trends, investigate root causes and produce analyses that drive operational decisions.
• Proven track record of handling customer complaints and service disputes end‑to‑end.

Required skills

• SQL
• Tableau
• Power BI
• Looker