Lead Operations Analyst
About the role
The Lead Operations Analyst will be responsible for driving operational excellence and program management for a Sri Lankan food-delivery business. The role involves overseeing day-to-day support operations, developing scalable processes, managing operational incidents, and ensuring readiness for product launches and policy changes. Key responsibilities include monitoring and improving support metrics, analyzing operational data, managing customer-focused programs, creating documentation, leading cross-functional initiatives, managing vendor performance, and using AI tools to enhance efficiency. The ideal candidate will have 3–5 years of relevant experience, strong analytical and stakeholder management skills, and proficiency in SQL, Google Analytics, and advanced Excel.
Must have
- 3–5 years of relevant experience, preferably within merchant operations, retail, logistics, customer service, or a related industry in Sri Lanka.
- Strong experience analysing operational data, identifying root causes, and developing scalable solutions.
- Familiarity with operational workflows, support ecosystems, and product processes in fast-growing organisations.
- Experience working with or managing BPO and vendor teams.
- Previous experience establishing or scaling operations within a regional or global organisation.
- Proficiency in SQL, Google Analytics, and advanced Excel formulas.
- Comfortable using AI tools and automation to improve processes and productivity.
- Strong communication, stakeholder management, and problem-solving skills.
- Sound business acumen and the ability to balance immediate priorities with long-term improvements.
- Ability to work independently and manage ambiguity in a fast-paced environment.
- Fluency in English is required.
Nice to have
- Bachelor’s degree in Business Administration, Data Analytics, or a related discipline is preferred.
- Business-level proficiency in Sinhala and Tamil would be an advantage.
Technologies
- Data Analytics
- Excel
- Google Analytics
- SQL
Highlights
The position is based in Sri Lanka and requires fluency in English. Business-level proficiency in Sinhala and Tamil is considered an advantage. A bachelor's degree in Business Administration, Data Analytics, or a related discipline is preferred.
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