Manager, Shops Ops Excellence

About the role

We are looking for a data‑driven operations professional with 3–5 years of experience in retail operations or management consulting to join the Delivery Hero team supporting Pandora across 15 markets. In this regional role you will own end‑to‑end operational performance for the Q‑Commerce Shops portfolio, analyse key datasets, identify fulfillment friction points and drive cross‑functional initiatives to scale operational excellence.

Key responsibilities

• Monitor, analyse and optimise core Q‑Commerce fulfilment metrics such as non‑seamless fulfilment rate, items not delivered, replacement rates, vendor offline rates, delivery delays and failed orders.
• Extract, query and analyse operational data using SQL, Looker, Google Data Studio and advanced analytical workflows.
• Leverage GenAI tools (Gemini, Claude) to accelerate root‑cause analysis, automate reporting and generate actionable insights.
• Conduct deep‑dive analyses on order failures and develop scalable SOPs, vendor playbooks and fulfilment strategies.
• Lead regional ops‑excellence projects, collaborating with Commercial, Account Management, Product and Logistics teams.
• Work with regional account managers and vendors to set performance baselines, track compliance and implement mitigation plans.

Required profile

• Strong analytical mindset with high attention to detail and operational discipline.
• Bias for action and ability to translate complex data into clear, scalable execution plans.
• Experience working in a fast‑paced, multi‑market environment managing competing priorities.

Required skills

• SQL
• Looker
• Google Data Studio
• Advanced Excel / Google Sheets (XLOOKUP, Pivot Tables)
• GenAI tools such as Gemini and Claude