Operation Excellence Analyst (Grocery & Marketplace)

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 Excellence Analyst - (Grocery & Marketplace Vertical) to own how customers feel every order, from checkout to doorstep. What You'll DoBuild 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 decisionsResolve offline service disputes — independently handle customer complaints related to in-store/rider service conduct, and drive closed-loop resolutions that prevent repeat issuesSafeguard 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 systematicallyWhat We're Looking ForBachelor's degree or above2+ years of operations experience in e-commerce, instant retail (Q-commerce), or food delivery platforms or similarStrong SQL skills — comfortable writing multi-table joins and metric calculations independently, without analyst hand-holdingHands-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 onExperience handling customer complaints and service disputes end-to-end, with a track record of closing the loop — not just closing the ticket