Responsibilities

• Define and govern service policies across the takeaway ecosystem (customer, merchant, and rider), ensuring a balanced, sustainable three-sided experience aligned with regional business strategy.
• Architect the end-to-end service journey from AI-driven self-service through to human-assisted resolution—owning service routing logic, tiered escalation frameworks, and service risk-control mechanisms.
• Localize service design for the Brazilian market , translating customer behavioral insights into culturally appropriate service flows, resolution frameworks, and frontline communication playbooks.
• Drive frontline process excellence by designing clear, concise, and operationally efficient workflows for the customer service center—continuously optimizing to raise first-contact resolution rates and reduce handling time.
• Lead data-driven service improvement by analyzing service metri...