Director of Vendor Operations

Role overview

HungerStation, part of Delivery Hero Group, is looking for a senior leader to create and grow its Vendor Operations function. This position is responsible for the full vendor journey, including onboarding, compliance, performance management, quality, partner experience, and support across restaurants, grocery stores, convenience outlets, pharmacies, and other business lines.

The role calls for a leader who can combine strategic thinking, strong analytical ability, and disciplined execution to improve operational performance, use data to guide decisions, work closely with product, technology, and regulatory stakeholders, and help raise the standard for vendor operations across the business.

Company background

HungerStation is part of Delivery Hero Group, a leading local delivery platform operating in around 65 countries. Delivery Hero is headquartered in Berlin, Germany, has been listed on the Frankfurt Stock Exchange since 2017, and is included in the MDAX index.

Vendor performance

• Set the vendor operations direction and translate company objectives into clear performance programs.
• Work with local and global teams to improve partner experience, customer satisfaction, and rider efficiency.
• Define and track key benchmarks and KPIs such as reliability, availability, order timing, and overall experience.
• Study operational data, identify patterns, and turn findings into actions that improve vendor performance and platform growth.
• Use experiments and market feedback to refine and launch operational improvements.
• Share performance updates, insights, and recommendations with senior leadership.

Vendor quality and experience

• Own the end-to-end delivery of a high-quality vendor experience across every operational touchpoint.
• Track and improve service levels, NPS, CSAT, and vendor satisfaction.
• Develop and keep updated the knowledge base and SOPs that serve as the reference point for vendor operations.
• Run audits, root-cause analyses, and calibration sessions to strengthen quality.
• Create ongoing feedback loops between vendors and internal teams.
• Build scorecards, surveys, and feedback mechanisms that capture partner input.
• Find and implement process improvements that increase efficiency and support compliance.

Vendor systems

• Oversee the technical foundation of vendor operations, including configuration, integrations, zoning, pricing, and marketing systems.
• Manage vendor portals, self-service tools, and transmission devices.
• Ensure these systems remain stable, dependable, and easy to use through proactive troubleshooting and maintenance.
• Partner with local and global product teams to shape system design and implementation.
• Build training approaches that support strong vendor adoption of tools and systems.
• Prepare reports, documentation, and insights on system performance and improvement opportunities.

Vendor support

• Lead a strong support team that delivers first-contact resolution across all vendor interactions.
• Ensure smooth onboarding, menu setup, working-hours configuration, and continued vendor maintenance.
• Maintain SLA adherence and look for ways to set stronger service standards.
• Provide proactive support using data shared by the performance team.
• Coordinate with logistics partners for device delivery, menu photo shoots, and troubleshooting.
• Deliver support through chat, email, and phone while maintaining professional communication and high CSAT.
• Address recurring issues and partner with internal teams to reduce escalations.

Experience and qualifications

• At least 10 years of experience in vendor or supplier operations, marketplace management, or logistics/e-commerce, including 4 or more years in senior leadership.
• Demonstrated ability to scale vendor operations in fast-growing environments.
• Background working across multiple verticals such as food, grocery, retail, and pharmacy.
• Strong command of both English and Arabic.

Skills and attributes

• Strong analytical thinking and evidence-based decision-making.
• Ability to design and improve processes.
• Effective collaboration and stakeholder management.
• Leadership that attracts, develops, and retains strong teams.
• Comfort working in fast-moving, uncertain environments with resilience and adaptability.