Senior Director, Service Operations

at  Foodpanda

Company Description
foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
Job Description
The Senior Director, Service Operations is a key leadership role responsible for overseeing and optimizing the operational functions of CX & Service Operations across APAC and EU regions. This includes strategic ownership of Workforce Management (WFM), Agent Enablement (training, quality, and content), and Business Process Outsourcing (BPO) Management. This leader will ensure excellence in service delivery through strategic planning, workforce optimization, vendor management, and continuous process improvement.
This role demands strong strategic thinking, operational expertise, and leadership capabilities to align cross-functional teams and drive impactful results in a complex, high-growth environment.

QUALIFICATIONS

• Proven Experience: Extensive experience in operations, workforce management, training and quality enablement, and vendor management within high-growth or tech-driven companies.
• Strategic Leadership: Ability to set and execute long-term strategies while managing day-to-day operations effectively.
• Technical Skills: Strong understanding of WFM tools, training platforms, and vendor management systems.
• Analytical Skills: Proficiency in analyzing operational metrics, forecasting, and implementing data-driven solutions.
• Communication Skills: Exceptional interpersonal and communication skills to engage with diverse stakeholders and drive alignment.
• Problem-Solving Ability: Demonstrated ability to address complex operational challenges with innovative and scalable solutions.
• Negotiation Skills: Expertise in managing vendor relationships and securing favorable terms.
  Additional Information

What we offer:

• A dynamic and challenging work environment.
• A company committed to developing you personally and professionally.
• A great working atmosphere with regular company and team events.
• A vibrant and international team committed to diversity and inclusion.
• Responsibility from day one in a fast growing and global company.
• Other benefits include free food, health and dental insurance, and learning and development opportunities!

foodpanda is operated by Delivery Hero Group (“DH Group”) - the world’s leading local delivery platform, operating in 70+ markets across Asia, Europe, Latin America, the Middle East, and Africa. Delivery Hero started as a food delivery service in 2011 and now employs 40,000+ people globally. Additionally, Delivery Hero is pioneering quick commerce, the next generation of e-commerce, aiming to bring groceries and household goods to customers in under one hour and often in 20 to 30 minutes. Headquartered in Berlin, Germany, Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017.
In July 2024, Delivery Hero SE merged three of its market-leading food delivery businesses, foodora and Yemeksepeti in Europe, and foodpanda in Asia. All three businesses now make up the second-largest organization within the Delivery Hero Group, and leading food and QCommerce delivery in 18 markets in both regions