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 DescriptionKey Responsibilities:
1. Strategy Development and Execution
a. Strategic Planning: Partner closely with the Senior Director and leadership team to shape the CX & Service Operations strategy, ensuring alignment with company priorities and financial targets.
b. Translation to Execution: Convert strategic priorities into clear roadmaps, initiatives, and OKRs across Service Operations.
c. Prioritization: Support trade-offs and decision making by bringing structure, data, and clear recommendations to leadership.
2. Chief of Staff and Governance
a. Operating Cadence: Own and run core governance forums, including MBRs, QBRs, leadership reviews, and All Hands.
b. OKR Management: Track progress against OKRs, ensuring clear ownership, visibility, and accountability across teams.
c. Executive Support: Act as a thought partner to the Senior Director, preparing materials, defining narratives, and ensuring alignment ahead of key decisions.
3. Cross-Functional Program Delivery
a. Project Leadership: Lead and drive highly complex, cross-functional initiatives across Product, Finance, Marketplace, Vendor Ops, and Support teams.
b. Execution Tracking: Ensure initiatives are delivered on time, with clear milestones, risks identified early, and mitigation plans in place.
c. Problem Solving: Act as the escalation point for key blockers, driving resolution across teams and senior stakeholders.
4. Performance Management and Insights
a. KPI Ownership: Track and analyse core operational metrics (CSAT, contact rate, cost per contact, cost to onboard, automation rate, etc.) to identify performance gaps and opportunities.
b. Insight Generation: Translate data into actionable insights and recommendations to improve both customer experience and cost efficiency.
c. Reporting: Deliver clear, concise updates to leadership on performance, risks, and progress against strategic priorities
QualificationsStrategy and Execution Experience: 5+ years in strategy, operations, consulting, or program management roles, with a strong track record of driving execution in complex environments.
Structured Thinking: Strong ability to bring clarity and structure to ambiguous problems and translate strategy into action.
Stakeholder Management: Proven ability to influence senior stakeholders and work effectively across multiple functions and regions.
Analytical Skills: Comfortable working with data, defining metrics, and using insights to drive decisions.
Ownership Mindset: High level of accountability, with a bias for action and focus on outcomes.
Communication: Clear and concise communicator, able to distill complex topics into simple narratives for leadership.
Adaptability: Able to operate in a fast-paced environment with multiple competing priorities
Education: Bachelor’s degree in Business, Operations, or a related field.
Skills Required
- 5+ years in strategy, operations, consulting, or program management
- Bachelor's degree in Business, Operations, or related field
- Structured thinking and ability to translate strategy into action
- Proven stakeholder management and ability to influence senior leaders
- Strong analytical skills; comfortable defining metrics and working with data
- Ownership mindset with bias for action and focus on outcomes
- Clear and concise communication; ability to distill complex topics for leadership
- Adaptability to operate in a fast-paced environment with competing priorities
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
