Job Description

Process Excellence Lead - Operational Excellence (OPEX)Location: Bengaluru, IndiaAbout SwiggySwiggy is India's leading on-demand convenience platform, spanning food delivery, quick commerce, restaurant discovery, and more. Sustainability is embedded in our mission, ensuring business growth while making a tangible impact on the environment, communities, and the value chain. Our culture is grounded in core values: prioritizing the consumer, acting swiftly and delivering results, embodying a founder mentality, continuous improvement, constant learning, and humble collaboration with committed execution.About the OPEX (Operational Excellence) TeamThe Operational & Process Excellence team (OPEX) is focused on setting up a process excellence roadmap for the Swiggy Contact Center. It is our goal to continuously improve CC processes to make them more efficient, Customer-centric, Reliable, and Cost-effective. This team is directly responsible for leading efforts to establish and sustain a culture of Operational Excellence and Continuous Improvement across all lines of business.Role OverviewIdentify and analyze existing business processes for inefficiencies and improvement opportunities.Map current and design future process flows using tools like Figma, Visio or Lucidchart.Lead and execute process improvement projects using Lean Six Sigma methodologies (DMAIC, Kaizen, PDCA, Poka Yoke, etc.).Perform rigorous root cause analysis (e.g., Fishbone, 5 Whys) to address process problems.Manage cross-functional improvement projects, ensuring they are on time and within scope.Gather, clean, and analyze process performance data using statistical methods and tools like Excel, Minitab, and SQL.Define and monitor Key Performance Indicators (KPIs) to measure process effectiveness.Create and maintain process documentation (SOPs, process maps, charters, etc.) and knowledge sharing.Write clear and concise Business Requirements Documents (BRDs) and Product Requirements Documents (PRDs) for product enhancements or engineering implementations that arise from process improvement initiatives or GenAI explorationsCollaborate with various teams (Operations, Product, Engineering, etc.) to implement changes.Present project updates and recommendations to stakeholders and leadership.Promote a culture of continuous improvement across the organization.Coach and mentor colleagues on process improvement principles and tools.Explore and potentially pilot Generative AI applications for process optimization.Provide guidance and mentorship to operational teams on improvement initiatives.Maintain a strong focus on improving the experience of customer, delivery partner and restaurant partner through process enhancements.Required QualificationsEducation: Bachelor's degree in a quantitative field (Business, Math, Statistics preferred).Minimum 5 years total experience with 3+ years in Process Excellence, Continuous Improvement, and Project Management.Proven success leading and delivering complex, high-impact process improvement projects demonstrating analytical and critical thinking; strong problem-solving abilitiesLean Six Sigma Green Belt Certified (mandatory) with completion of at least one Green Belt project end to end.Proficient in process mapping tools (e.g., Figma, Visio, Lucidchart).Advanced Microsoft Excel skills (Pivot Tables, complex formulas, charting).Experience with statistical software (e.g., Minitab).Strong knowledge in writing SQL queries for data analysis.Strong organizational and project management skills with an ability to manage multiple projects.Demonstrated interest or basic experience in applying AI (GenAI, ML, etc.) to operational problems.Skilled in leveraging industry-standard AI tools (e.g., ChatGPT, Gemini) and automation platforms (e.g., Microsoft Power Tools, UiPath) to enhance efficiency and drive innovation.Experience in documenting the process and requirements (e.g., BRD, PRD) for product and process enhancements.Excellent relationship building, collaboration, and influencing skills.Customer-centric approach and passion for improving customer experience.Ability to thrive in a fast-paced, dynamic startup environment with changing priorities.

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