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    • Director of Service Launch - Singapore - DELIVERY HERO APAC PTE. LIMITED

    DELIVERY HERO APAC PTE. LIMITED
    DELIVERY HERO APAC PTE. LIMITED Singapore

    1 month ago

    Default job background
    Description
    Roles & Responsibilities

    The Director of Service Launch will be accountable for the success of the global mandate to launch and build out internal and external support providers, meeting growing demand from our business.

    This individual will rationalize the balance of internal/external support, select sites for captive or outsourcing centers, and set up processes and people to sustain successful delivery. This role will choose centers to support critical issues for vendors, riders, and customers, balancing efficiency with cost targets.

    This is a senior position requiring deep knowledge of the contact center space, partner networks, ability to work quickly and make decisions independently, excellent communication skills, and proficiency in experience and financial oversight of large-scale delivery systems. You must be an exceptional people leader, able to motivate and unify large teams towards the mission of the center.

    Key Responsibilities:

    • Build and maintain new contact center locations, both captive Centers of Excellence (COE) and outsourcing providers (BPOs). Must intake volumes via a forecast process covering phone, email, and chat modalities.
    • Use this forecast of verticals, language, and persona to determine the best locations for services to be delivered, both geographically and by delivery value, and make recommendations for agent profiles and ramp timings.
    • Ensure these agent profiles are defined and we have the required details and talent headcount to meet a candidate pipeline in the selected location.
    • Own overall accountability of the project plan and execution of the new center.
    • Ensure security, facilities, technology, and associated infrastructure meet Delivery Hero's requirements, providing a functional and safe environment for employees to excel.
    • Staff operational delivery teams appropriately with the right structure and mandates to provide services at scale. Hire and develop senior managers providing subject matter expertise and operational oversight.
    • Help define, hire, and develop front-line agents and management talent to handle critical vendor, rider, and customer issues through onboarding, training, coaching, and professional development structures.
    • Build close integration points with Marketplace functional team to ensure service design meets local market expectations as key stakeholders. Make adjustments where needed to improve results.
    • Deliver all services within approved budget, including tracking and updating fiscal year forecasts with adjustments to projections. Integrate with global CX and Services team, along with global finance on required approvals and governance processes.
    • Build processes for employees to provide feedback and development in their roles, ensuring a strong culture of employee satisfaction and ownership of retention drivers.
    • Be a global leader within the CX and Services organization, providing feedback and recommendations on key customer issues. Leverage direct customer feedback and extensive contacts database to highlight opportunities for functional teams to bring value to Delivery Hero Brands by improving defect ratios or efficiencies.

    About You:

    • Minimum 8 years of proven experience managing contact center operations with global executive stakeholders.
    • Deep knowledge of contact center services from forecasting through quality audits, demonstrating real-time operations, incident management, and large-scale capacity planning for staff.
    • Able to set strategy, building a center capable of matching global business requirements with simple, standardized processes to onboard employees and meet volumes.
    • Knowledge of BPO contracts, account structure, and key pricing negotiation points to ensure best value for spend.
    • Experience with site setup, facilities, provider contracts, Purchase Orders, Invoices, and payment processes for third-party vendors.
    • Strong understanding of enablement teams needed for success, past experience with project management, Ops Excellence, account management, community/CX teams, Workforce Management, Training, Quality, etc.
    • Proficient in analyzing pricing models and projecting financial impacts.
    • Excellent communication and presentation abilities, influencing internal stakeholders and external partners.

    About Delivery Hero:

    Delivery Hero is the world's leading local delivery platform, operating in around 70 countries across Asia, Europe, Latin America, the Middle East, and Africa. We started as a food delivery service in 2011 and today run our own delivery platform on four continents, pioneering innovative solutions in the world of delivery, offering impactful experiences for users across diverse marketplaces.

    Tell us about your skills:

    Coaching
    Account Management
    Forecasting
    Outsourcing
    Strategy
    Geography
    Project Management
    Persona
    Accountability
    Workforce Management
    Pricing
    Incident Management
    Presentation Abilities
    BPO
    Business Requirements
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