Head of Business Process Optimization

About the role

We are looking for a strong methodological leader at the CEO-1 level who will lead the Business Process Optimization Direction across the entire company and report directly to the CEO.

The BPO role is not about operational management of individual functions. Instead, it focuses on building and governing the company’s process architecture across logistics, warehouse operations, retail stores, and commercial functions.

The key objective is to consolidate and validate existing processes, identify systemic inefficiencies, benchmark them against best industry practices, and launch cross-functional transformation programs aimed at improving operational performance.

This role acts as an internal transformation and methodology leader, initiating change, shaping operational standards, and supporting implementation together with functional leaders, while operational ownership remains within the respective business units.

The Head of BPO will build a cross-functional operating model, working closely with operational leaders across retail, logistics, and warehouse operations who will drive implementation within their respective functions.

The philosophy of the role is based on the continuous improvement, focusing on systemic transformation rather than isolated process optimization.

Role objective

To establish a scalable and efficient operational process model across the entire network, enabling:

• revenue and margin growth;
• reduction of losses and write-offs;
• improvement of operational productivity;
• consistent execution of processes across the network;
• scalability of operations to support business expansion;​​​​​​​

Key Resposibilities

1. Process Architecture & Methodology

• Consolidate and structure end-to-end business processes across retail, logistics, warehouses, and commercial operations;
• Develop a unified operating process model for stores, dark stores, and distribution centers;
• Establish a company-wide process governance framework and operational standards;
• Design and implement SOPs and operational regulations.

2. Process Diagnostics & Performance Analysis

• Analyze existing processes and identify systemic inefficiencies and bottlenecks;
• Conduct time-and-motion studies and field observations of operational processes;
• Benchmark operational processes and KPIs against best-in-class retail practices;
• Assess the scalability and future readiness of current operational processes;
• Develop business cases for operational improvements with quantified financial impact.

3. Transformation Programs & Change Management

• Initiate and lead cross-functional operational efficiency programs;
• Build and coordinate cross-functional teams responsible for achieving transformation KPIs;
• Pilot operational improvements and manage the rollout across the entire network;
• Manage the portfolio of operational transformation initiatives;
• Foster a culture of continuous improvement (Kaizen) across the organization;
• Prepare and present transformation initiatives for executive decision-making.

4. Optimization of Core Operational Processes

• Drive improvements across key operational workflows including goods receiving and inbound logistics, storage and inventory movement, merchandising and product display, inventory and write-off management, checkout and cashier operations and in-store operational workflows and labor productivity;
• Improve key operational metrics such as sales performance, out-of-stock rate, shrinkage and write-offs, operational productivity and loss prevention;
• Eliminate all systemic inefficiencies at the whole network level, not in individual stores.

5. Implementation & Governance

• Ensure effective rollout of operational standards across all business functions involved in retail operations;
• Monitor compliance with process standards and evaluate their impact on operational KPIs;
• Provide regular reporting on performance improvements and achieved efficiencies.

6. Automation & Collaboration with IT

• Initiate and support automation initiatives to improve operational processes;
• Work closely with IT to support digitalization of operational workflows;
• Reduce manual operations and increase process transparency through system solutions.

Requirements:

• Proven experience in grocery retail (the most preferable);
• Deep understanding of retail operational processes and supply chain operations;
• Experience optimizing end-to-end operational processes at network or regional scale;
• Strong methodological background in Lean, BPM, process design, and operational standards;
• Ability to design enterprise-level process architecture, not only local improvements;
• Proven experience implementing large-scale operational transformations;
• Experience working with operational KPIs and P&L across retail operations;
• Strong analytical skills and ability to quantify business impact of operational improvements;
• Experience leading cross-functional transformation programs;
• Ability to influence senior stakeholders without direct ownership of operational processes.

What We Offer:

• A key transformation role within the largest grocery retailer in Uzbekistan;
• Direct reporting line to the CEO and high level of strategic influence;
• Opportunity to build the operational process architecture for a rapidly growing retail network;
• Participation in large-scale operational efficiency programs;
• Dynamic and fast-growing business environment;
• Informal corporate culture and no dress code;
• Professional development programs with Skillbox, Geekbrains and SkillFactory;
• 10% cashback on the company loyalty card after six months of employment;
• Mentor support during the onboarding period.