Head of Rider Experience Programs

About Foodora and the Role

Foodora, part of the Delivery Hero Group, is a leading global delivery platform operating in approximately 65 countries with headquarters in Berlin, Germany. The company is listed on the Frankfurt Stock Exchange and part of the MDAX index since 2017. Our mission is to provide an exceptional ordering experience that is fast, simple, and delivered right to your door.

We are looking for a Head of Rider Experience & Service Excellence to serve as the main advocate for riders within our Service Operations framework. This leadership role focuses on significantly minimizing rider support requests by identifying root causes of friction and designing solutions to ensure a smooth and largely automated self-service support experience.

Key Responsibilities

• Lead initiatives to reduce operational defects causing rider contacts such as payment issues, dispatch delays, and wait times by partnering with Logistics and Product teams.
• Develop programs to address and lessen negative delivery experiences that trigger rider dissatisfaction and increase support tickets.
• Serve as the strategic liaison between Service Operations and Logistics to align operational improvements with rider satisfaction goals.
• Coordinate cross-functional collaboration to deliver a comprehensive 360-degree service experience improving vendor and customer satisfaction.
• Drive service transformation by overseeing the roadmap for digital-first rider support through Help Centers, automation, and standard operating procedures to provide fast and accurate resolutions.
• Increase the proportion of automated support resolutions to reduce cost per contact while enhancing the quality and speed of self-service.
• Own Rider Satisfaction (RSAT) scores and assure high-quality, empathetic support throughout all rider interaction points.
• Identify inefficiencies and waste in rider service contacts to optimize costs and close experience gaps affecting customers.
• Manage vendor and contact center standards to ensure that rider-facing support teams deliver outstanding service experience aligned with company benchmarks.
• Create and maintain rider experience and efficiency metrics with dashboards that support data-driven decision-making and scalable growth initiatives.
• Communicate complex service analytics into actionable insights and business cases to senior leadership and stakeholders to promote effective cross-departmental changes.

Qualifications

• Over 10 years of experience in Operations or Customer/Rider Experience leadership roles, with additional experience in service transformation, process excellence, program management or logistics considered advantageous.
• Strong analytical skills to link operational data with business outcomes and uncover underlying causes of issues.
• Proven ability to influence multiple stakeholders including Product, Operations, Logistics, and Finance in prioritizing customer experience focused initiatives.
• Expertise with experience platforms, proficient in data visualization tools such as Tableau or Power BI, and familiar with automation and AI technologies.