Quick Commerce Marketplace Experience Lead

foodora is part of Delivery Hero Group, a leading global delivery platform, operating in about 65 countries. The role focuses on end-to-end vendor operations and performance, support experience ownership and strategy, accountability for metrics and KPIs, and stakeholder management and transformative leadership.

Responsibilities

Own the complete vendor operations lifecycle, ensuring seamless integration and performance across the marketplace; Manage ground-level operational teams, taking direct responsibility for their performance, productivity, and output; Ensure all operational targets are met with the highest standards of quality, implementing course corrections where necessary; Design and streamline touchpoints to reduce friction for vendors; Own the entire support experience, from design to execution, including footprint and channel strategy; Develop and implement solutions that drive long-term value, improve policies, and increase customer satisfaction; Prioritize a roadmap for experience enhancements, executing them in a structured, data-driven, and efficient manner; Maintain full accountability for QComm Service Operations metrics; Monitor and drive line-of-business performance and all customer satisfaction-related KPIs; Champion the "Voice of the Customer" to influence policies and enhancements that meet local and regional needs; Provide strategic leadership for transformative support strategies, fostering trust with local stakeholders and regional senior leaders; Lead cross-functional initiatives to align operational improvements with broader strategic business goals

Requirements

Proven track record of driving results in a matrixed environment without direct reporting lines; Ability to deconstruct KPIs to find the "why" and build a roadmap to fix them; Deep understanding of the Quick Commerce or Marketplace ecosystem, specifically regarding customer experience and vendor operations; Exceptional communication skills and ability to manage expectations across local ground teams and regional executive leadership; Comfortable navigating high growth environments where speed and precision are equally valued