We are seeking an experienced Senior Program Manager to lead the company Marketplace Experience Transformation (AMET) function for Delivery Associates (DAs) and Delivery Service Partners (DSPs) across Africa, Middle East, and Turkey. In this critical role, you will focus on local operations while developing and executing the regional strategy. You will leverage multiple listening channels to identify experience priorities, consolidate feedback, and work cross-functionally to address key improvement opportunities. Your expertise in program management, strategy development, and influence without authority will be essential as you partner with external entities to create impactful campaigns, present strategies to senior leadership, and drive initiatives that transform the delivery partner experience.
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Key Responsibilities
- Develop and execute the strategic roadmap for delivery partner experience across Africa, Middle East, and Turkey, while maintaining focused implementation in Saudi Arabian operations.
- Collect and analyze insights from multiple listening channels to identify experience priorities, then work cross-functionally with operations teams, ACES, and DEX teams to address structural challenges within established SLAs.
- Draft comprehensive strategy documents and present recommendations to senior leadership, driving alignment and securing resources for key initiatives.
- Establish and manage partnerships with external entities to create campaigns and benefits for Delivery Associates and DSPs, including organizing annual partner meetings and launching ignite events throughout the region.
- Lead country expansion efforts and new program launches within AMET, ensuring consistent implementation of best practices while adapting to local market needs.
