Head of Quick Commerce for CX & Service Operations

Company Description

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 Description

• Strategic Program Management and Launch: Define and lead the roadmap for launching QC specific programs into service operations

• Performance Management and Accountability: Own and monitor critical service and customer experience metrics at the regional level, such as contact rates, automation levels, line of business performance, and customer satisfaction. Drive regional strategies to improve KPIs and ensure consistency in customer experience across all countries.

• Shop Onboarding and Content Excellence: Oversee the performance and efficiency of shop onboarding processes and content management to ensure a high quality experience for partners and users

• Stakeholder Engagement and Cross-Functional Collaboration: Serve as the primary point of contact for QC senior regional stakeholders. Build strong partnerships with Product, Service Ops, and other key functional  teams to drive collaborative, cross-functional efforts that support the marketplace experience strategy.

• Leadership and Team Development: Lead and mentor a team of direct reports, each owning specific components of the QC service ecosystem, fostering a high performing and collaborative culture

• Voice of the QC Marketplace: Champion the needs of QC stakeholders in regional strategy discussions to influence product design, policy decisions, and process improvements

• Resource Prioritization: Develop strategic plans for resource allocation, prioritizing the initiatives that drive the highest impact on QC service performance and scalability

Qualifications

• Over 10 years of leadership experience in customer experience, operations, or service management, with at least 5 years in a multi-market or regional role.

• Data-driven and results-oriented, with a solid track record in using analytics to enhance customer experience metrics and operational efficiencies.

• Strong communication and stakeholder management skills, with experience influencing senior leadership and cross-functional teams to drive customer-focused initiatives.

• Knowledge of marketplace models and customer support operations, including leading process improvements that have contributed to increased customer satisfaction and retention.

• More than 5 years of experience in managing teams across multiple countries, with a strong focus on talent development and meeting team objectives aligned with business goals.