Director of CS Operational Excellence

inDrive
is one of the world's fastest-growing ride-hailing companies — and the international mobility platform built on fairness and transparency. While we've built strong stories around safety, drivers, and regional communications, we now want to bring passengers into the spotlight.

We are looking for a
Director of CS Operational Excellence
who has deep experience in business analysis, process optimization, and automation — with a strong focus on driving operational efficiency through data-driven insights and AI-powered solutions. This person should be skilled at managing cross-functional projects, aligning stakeholders across regions, and enhancing customer support systems to improve service quality and scalability. They must have a proven track record of leading initiatives from discovery to implementation, delivering measurable business impact.

Responsibilities:

Business Analysis and Process

• Optimization Gather and document business requirements, process flows, and functional specifications.
• Conduct gap analysis to identify inefficiencies and areas for improvement.
• Develop and present business cases for proposed process changes and automation initiatives.
• Utilize data analytics to assess performance metrics and drive data informed decisions.

Process Automation and AI Integration

• Lead business process reengineering initiatives to eliminate redundancies and enhance operational efficiency.
• Work closely with engineering and product teams to implement AI powered solutions that enhance the customer experience.
• Identify and deploy automation tools to streamline workflows, reducing manual effort and increasing scalability.

Project and Stakeholder Management

• Collaborate with stakeholders across different markets and regions to ensure alignment on process improvement initiatives.
• Lead cross functional teams to drive projects from inception to completion, ensuring adherence to scope, timeline, and budget.
• Communicate project progress, risks, and impact assessments effectively to leadership and key stakeholders.

Customer Support Systems and Infrastructure

• Partner with product teams on the development and enhancement of customer support tools, ensuring seamless integration and maximum efficiency.
• Optimize performance by leveraging insights from support data, ticketing systems, and automation tools.
• Work closely with support teams to improve customer satisfaction, reduce response times, and enhance service quality.

Requirements:

• Strong background in Lean Six Sigma, Agile methodologies, and business intelligence tools.
• Advanced skills in Excel and Google Sheets for collecting, transforming, and organizing insights to support data-driven decision-making.
• Proven ability to query data using SQL and create dashboards in Google Sheets or other data visualization tools such as Tableau, GCP, Looker, or similar.
• Experience integrating AI-driven automation, API connections, and workflow automation tools, supported by relevant coding skills (e.g., SQL, Python).
• Strong relationship management skills with experience collaborating across global teams and senior leadership to ensure alignment on key initiatives.
• Excellent execution capabilities with a track record of leading end-to-end process improvement projects.

Conditions:

• Health insurance with oncology coverage and life insurance included
• Hybrid work mode and flexible schedule
• Access to professional counseling services, including psychological, financial, and legal support
• Diverse internal training programs
• Partially or fully paid additional training courses
• All necessary work equipment
• Fitness club membership discount