Head of Quick Commerce for Customer Experience and Service Operations

About the Company

foodpanda is a part of Delivery Hero Group, a leading global local delivery platform operating in approximately 65 countries. Headquartered in Berlin, Germany, Delivery Hero has been publicly traded on the Frankfurt Stock Exchange since 2017 and is included in the MDAX index. Our mission is to quickly and easily deliver an exceptional experience straight to your doorstep.

Job Responsibilities

• Lead and define the strategic roadmap for launching Quick Commerce (QC) specific programs within service operations.
• Take ownership of key service and customer experience indicators regionally, including contact rates, automation metrics, business line performance, and customer satisfaction, driving improvement strategies to ensure consistent experience across countries.
• Manage the onboarding of shops and ensure excellence in content management for an optimal experience for partners and users.
• Act as the main liaison for QC regional senior stakeholders, fostering strong partnerships with Product, Service Operations, and other functional teams to support marketplace experience strategies.
• Guide and mentor a team responsible for various components of the QC service ecosystem, promoting a collaborative and high-performance culture.
• Advocate QC marketplace stakeholder needs during regional strategy discussions to influence product design, policy, and procedural enhancements.
• Create strategic plans for resource distribution prioritizing initiatives that maximize QC service performance and scalability.

Candidate Qualifications

• More than 10 years of leadership experience in customer experience, operations, or service management, including a minimum of 5 years in multi-market or regional capacities.
• Strong analytical orientation with proven success using data to improve customer experience and operational efficiency.
• Excellent communication and stakeholder management skills, capable of influencing senior leadership and cross-functional teams to advance customer-centric initiatives.
• Deep understanding of marketplace business models and customer support operations, with experience leading process improvements that enhance customer satisfaction and retention.
• Over 5 years managing teams across various countries, emphasizing talent growth and achievement of business-aligned objectives.