foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
Job DescriptionStrategic Matrix Leadership
- Local-to-Regional Bridge: Act as the primary liaison between local operations and regional leadership to ensure global strategies are localized effectively.
- Stakeholder Management: Foster trust with local stakeholders and regional senior leaders to align operational improvements with broader business goals.
- Strategic Translation: Translate regional marketplace product roadmaps into executable plans tailored to the unique vendor and customer landscape.
End-to-End Vendor & Marketplace Operations Lifecycle Ownership:
- Own the complete vendor operations lifecycle, ensuring seamless integration and performance across the marketplace.
- Onboarding & Incubation: Ensure all vendor onboarding and incubation operational targets meet high standards of quality, implementing course corrections as needed.
- Friction Reduction: Design and streamline touchpoints to reduce friction for vendors, directly impacting their success and satisfaction.
Support Experience & CX Innovation Multi-Stakeholder Focus:
- Optimize the experience for vendors, customers, and riders, ensuring a frictionless delivery chain.
- Support Strategy: Own the entire support experience, from design to execution, including footprint and channel strategy.
- Roadmap Prioritization: Prioritize a roadmap for experience enhancements, executing them in a structured, data-driven manner.
- Voice of the Customer: Champion the "Voice of the Customer" to influence policies that meet both local and regional needs.
Accountability for Metrics & KPIs Service Operations:
- Maintain full accountability for contact rate, cost per contact, and automation rates.
- Performance Monitoring: Drive line-of-business performance and all customer satisfaction-related KPIs (NPS/CSAT).
- Operational Rigor: Use data visualization and analytics to monitor complex KPIs and drive data-driven decision-making
Team Management
- Direct People Leadership: Manage, mentor, and develop a team of marketplace managers and specialists.
- Performance Excellence: Ensure all ground-level teams consistently meet or exceed productivity benchmarks and output goals.
- Quality Assurance: Maintain a rigorous focus on "right quality" standards, implementing real-time training and course corrections.
- Resource Optimization: Strategically align team efforts with local requirements and regional needs to ensure efficient resource allocation
Experienced Leader: 7+ years of experience in high-growth tech, e-commerce, or Q-commerce (Quick Commerce) environments.
Matrix Organization Proficiency: Proven ability to navigate a matrixed organization, juggling local requirements with central strategies.
Analytical Rigor: Data-driven innovator skilled at managing complex KPIs and holding a high bar for quality.
Operational Excellence: Experience managing teams and a track record of driving meaningful change through cross-functional collaboration.
Thrives in Speed: Comfortable in a fast-paced environment with the ability to lead transformative support strategies
Skills Required
- 7+ years of experience in high-growth technology, e-commerce, or quick-commerce environments
- Proven ability to navigate a matrixed organization and balance local requirements with central strategies
- Strong data-driven analytical skills and experience managing complex KPIs
- Experience managing teams and driving meaningful change through cross-functional collaboration
- Ability to lead transformative support strategies in a fast-paced environment
Delivery Hero Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Delivery Hero and has not been reviewed or approved by Delivery Hero.
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Wellbeing & Lifestyle Benefits — Wellbeing and everyday support include on-site gym access in Berlin, discounted sports memberships, commuter help, and food vouchers, with hybrid flexibility enhancing day-to-day experience. Feedback suggests these lifestyle perks meaningfully bolster the total package for many corporate roles.
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Healthcare Strength — Mental health and preventive care are emphasized through an Employee Assistance Program, a Headspace subscription, and on-campus health check-ups, with guidance for navigating healthcare in Germany. Some locations also highlight private health insurance, adding depth to the health offering.
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Equity Value & Accessibility — Ownership programs feature an employee stock purchase plan with a matching component, and equity is common across corporate roles. Feedback suggests this accessible equity can be a notable part of total compensation in key hubs.
Delivery Hero Insights
What We Do
As the world’s leading local delivery platform, our mission is to deliver an amazing experience, fast, easy, and to your door. We operate in over 70+ countries worldwide, powered by tech but driven by people. As one of Europe’s largest tech platforms, we enable ambitious talent to deliver solutions that create impact within our ecosystem. We move fast, take action and adapt. No matter where you’re from or what you believe in, we build, we deliver, we lead. We are Delivery Hero
