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 DescriptionAbout the opportunity:
As a Senior Associate specializing in Customer Service (CS) process engineering, you will take ownership of process drafting, workflow optimization, and operational integrity across our regional CS platform. Beyond executing individual tasks, you will independently investigate and resolve complex, multi-market operational inefficiencies, build standardized CS processes and SOPs, and provide operational guidance to regional teams. You will own significant KPIs tied to process efficiency, operational quality, and process stability across multiple countries.
Responsibilities:
- Draft, design, and maintain end-to-end CS operational flows and SOPs, ensuring conditional logic correctly handles edge cases, failure paths, and regional nuances.
- Lead root-cause investigation of process breakdowns and operational bottlenecks across markets, tracing performance data without relying solely on manual feedback.
- Utilize data analytics tools to measure process effectiveness, monitor continuous improvement, and systematically prevent recurring process bugs.
- Own OKRs and KPIs tied to process performance and operational efficiency across multiple countries; monitor post-deployment impact and flag regressions early.
- Partner with Product, Regional Heads, and cross-functional stakeholders on CS harmonization efforts, ensuring process logic aligns with organizational goals.
- Serve as a key contact point and process escalation subject-matter expert between local business teams, central operations, and regional process excellence teams.
- Maintain and govern internal SOP repositories, documenting flow logic, known edge cases, and resolved process issues for team-wide reference.
Requirements:
- 3+ years of relevant experience in operations strategy, process excellence, or CS process design within tech or logistics companies.
- Bachelor’s degree from a leading university.
- Proven capability to draft, document, and structure end-to-end CS operational workflows and SOPs.
- Familiarity with process improvement methodologies such as Agile, Lean, Six Sigma, or Kaizen.
- Strong analytical proficiency for investigating operational and support journey data to inform process-logic decisions.
- Solid understanding of internal user tools, CS support ecosystems, and ticket routing logic.
- Prior exposure to customer experience platforms, help center support, or service process design.
- Excellent English communication skills, both written and spoken, with the ability to translate process flows for non-technical stakeholders.
- Strong hands-on problem-solving skills with a high drive to shake the status quo and adapt in dynamic, high-pressure environments.
Skills Required
- 3+ years of relevant experience in operations strategy, process excellence, or customer service process design within technology or logistics companies
- Bachelor's degree from a leading university
- Ability to draft, document, and structure end-to-end customer service operational workflows and SOPs
- Familiarity with Agile, Lean, Six Sigma, or Kaizen process improvement methodologies
- Strong analytical proficiency for investigating operational and support journey data
- Understanding of internal user tools, customer service support ecosystems, and ticket routing logic
- Exposure to customer experience platforms, help center support, or service process design
- Excellent written and spoken English communication skills
- Strong hands-on problem-solving skills and adaptability in dynamic, high-pressure environments
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
