Lead Operations Analyst III

About the Role
We are seeking an Operations Analyst to drive end-to-end operational excellence and program
management for our Sri Lanka Eats business. This role is the primary CommOps point of contact,
ensuring stable day-to-day support, designing scalable processes, and preparing for all product
launches and earner- or customer-facing policy changes.

Key Responsibilities
Operational Performance & Insights: Maintain and improve key support metrics (CSAT,
Contact Rate, Automation Rate, etc.). Analyze operational data (CTGs, trends, inflow) to
identify root causes, propose scalable solutions, and translate these insights into structural
improvements and business impact for leadership.
Program & Incident Management: Own program governance for customer initiatives, ensuring
smooth launch readiness, scalable adoption, and high-quality earner and customer
experiences. Drive incident and escalation management, acting as the first-line contact during
outages, major campaigns, and earner-impacting events.
Process and Documentation: Develop and maintain standardized operating procedures,
training, and documentation to support BPO and partner teams, ensuring operational
continuity.
Cross-Functional Leadership: Lead cross-functional initiatives and maintain strong
stakeholder alignment across Sales, Account Management, BPO vendors, Product, and
Operations teams.
Vendor Management: Lead BPO/vendor management for Earner workflows, ensuring high
performance, quality, and compliance across all support channels.
Product Influence: Collaborate with Product teams to surface Voice of the Customer (VOC),
identify feature gaps, submit bug/UX requests, and influence the product roadmap for Sri
Lanka's Uber Eats business.

What You'll Bring
Experience & Skillset:
o 3-5 years of relevant work experience, preferably within Sri Lanka's Merchant, Retail,
Logistics, or Customer Services industries
o Proven ability to analyze operational data, identify root causes, and translate insights
into scalable solutions.
o Familiarity with operational workflows, product processes, and support ecosystems in
high-growth businesses.
o Experience working with or managing BPO/vendor teams, ensuring high-quality
execution.
o Track record of successfully standing up or scaling operations in a global or regional
organization.
o Comfortable leveraging AI tools and automation frameworks to drive operational
efficiency.
o Proficiency in data analysis tools, including SQL, Google Analytics, and advanced Excel
formulas.
Behavioral & Leadership:
o Strong communication and stakeholder management skills, with the ability to influence
without direct authority.
o Strong business acumen and strategic thinking, capable of balancing quick wins with
long-term scalability.
o Ability to operate effectively in fast-paced, ambiguous environments and independently
drive initiatives from ideation to execution.

Qualifications:
o Bachelor's degree in Business Administration, Data Analytics, or a related field
(Preferred).
o Fluency in English; business-level Sinhala and Tamil preferred