Head of Quick Commerce for CX & Service Operations

About the role

Lead the Quick Commerce (QC) service and customer experience function for Delivery Hero's foodpanda platform in the region, shaping strategy, performance and partner onboarding across multiple markets.

Key responsibilities

• Define and lead the roadmap for launching QC‑specific programs into service operations.
• Own and monitor critical service and customer experience metrics at the regional level, driving strategies to improve KPIs such as contact rates, automation levels and customer satisfaction.
• Oversee shop onboarding processes and content management to ensure a high‑quality experience for partners and users.
• Serve as the primary point of contact for senior regional QC stakeholders and build strong partnerships with Product, Service Ops and other functional teams.
• Lead and mentor a team of direct reports, fostering a high‑performing and collaborative culture.
• Champion the needs of QC stakeholders in regional strategy discussions to influence product design, policy decisions and process improvements.
• Develop strategic plans for resource allocation, prioritising initiatives that drive the highest impact on QC service performance and scalability.

Required profile

• 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 proven track record of using analytics to enhance customer experience metrics and operational efficiencies.
• Strong communication and stakeholder management skills, capable of influencing senior leadership and cross‑functional teams.
• Knowledge of marketplace models and customer support operations, including leading process improvements that increase satisfaction and retention.
• More than 5 years of experience managing teams across multiple countries, with a focus on talent development and achieving business goals.