We are looking for a Senior Delivery Governance Analyst to design, standardize, and continuously improve the operating system of our Delivery organization. This role will identify operational gaps and risks, translate them into scalable processes and clear decision frameworks, and ensure that critical operational scenarios have defined playbooks, ownership, and escalation paths.

You will work closely with Operations, Product, Technology, Customer Support, Data, and Delivery Partners to make Delivery operations more predictable, scalable, measurable, and resilient.

Key Responsibilities

• Develop Incident Playbooks for scenarios such as severe weather, rider shortage, API downtime, ETA disruption, peak demand, and vendor unavailability.
• Define and maintain SLA frameworks, escalation matrices, ownership models, and response mechanisms.
• Conduct Root Cause Analysis (RCA) and drive corrective and preventive actions.
• Design and maintain end-to-end Delivery processes, SOPs, and runbooks.
• Lead weekly performance reviews and QBRs with relevant stakeholders and delivery partners.
• Identify operational risks, bottlenecks, and improvement opportunities through data and process analysis.
• Conduct process audits and monitor adherence to defined standard procedures.
• Drive continuous improvement and change management initiatives across Delivery.
• Translate operational gaps and business needs into clear product requirements and collaborate with Product and Technology teams.
• Work cross-functionally with Operations, Product, Technology, Data, Customer Support, and Delivery Partners to improve operational performance and scalability.

Key Requirements

• 3+ years of experience in Operations, Delivery, Logistics, Process, or Business Analysis.
• Strong experience in Delivery Governance, SLA Management, KPI Frameworks, RCA, and Incident Management.
• Strong SQL skills with the ability to independently analyze large datasets and derive actionable operational insights.
• Advanced Power BI skills, including dashboard development, data modeling, KPI visualization, and performance reporting.
• Intermediate Python skills for data analysis, automation, and operational problem-solving.
• Strong understanding of Delivery Operations, Vendor Management, Performance Management, and Operational Excellence.
• Experience designing and maintaining SOPs, runbooks, incident playbooks, escalation matrices, and governance frameworks.
• Strong analytical and structured problem-solving skills.
• Strong stakeholder management and cross-functional collaboration skills.
• Ability to translate operational problems into scalable processes, data-driven solutions, and clear action plans.
• Strong documentation and communication skills.
• Ability to work effectively in a fast-paced, high-volume environment with ambiguity and changing priorities.
• Fluent English communication skills.