Program Manager, Operational Excellence

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 around 65 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.

1. Program Management & Strategic Execution

• Program Planning & Delivery: Lead and assist in the planning, execution, and monitoring of high-impact compensation programs designed to drive service and operational improvements. This includes managing program timelines, risks, and resources to ensure objectives are met on time and within budget.

• Goal Alignment: Define and contribute to clear program goals, milestones, and success criteria, ensuring all initiatives align with the broader business strategy and support organizational alignment across regions.

2. Service Operations & Optimization

• Continuous Improvement: Identify areas for operational improvement by applying best practices to streamline internal processes and elevate customer experiences

• Digital Tools & Automation: Facilitate the rollout of new product and tools to improve service delivery, ensuring solutions meet local market needs while driving efficiency and optimising costs and experience.

• Data-Driven Governance: Define, track, and report on operational KPIs. Use data insights to monitor initiative success, identify systemic vulnerabilities, and strategize improvement actions.

3. Strategic Influence & Cross-Functional Partnership

• Stakeholder Engagement: Act as a representative for cross-functional teams, translating operational insights into actionable business recommendations for leadership.

• Change Management: Lead and assist in change management processes to ensure smooth transitions as new methods, product features, and service models are adopted. Engage stakeholders to drive buy-in and monitor feedback to ensure continuous progress.

• Team Development: Work closely with leadership to foster a collaborative culture of continuous improvement. Provide guidance, mentorship, and feedback to help direct reports or team members to navigate complex projects and promote their professional growth.

• Strategic Reviews: Lead post-implementation reviews and "lessons learned" to integrate insights into future operational roadmaps

4. Performance Tracking and Reporting

• Track the success of operational excellence initiatives using data-driven metrics and analytics.

• Responsible for reporting on program performance, identifying opportunities for improvement and ensuring that KPIs and outcomes are aligned with business objectives.

• Contribute to post-implementation reviews and lessons learned, ensuring that insights are integrated into future programs.

• Experience: more than 2 years in service operations, customer experience program, process improvement or analytics in a high transaction-volume environment (e-commerce, on-demand logistics, fintech, payments).

• Strategic Thinking: Demonstrated ability to design and implement scalable frameworks.

• Strong mastery of program management frameworks and change management tools to drive organisational shifts.

• Strong problem-solving skills, with the ability to approach challenges strategically and creatively, and a hands-on operational mindset with a willingness to perform immediate risk mitigation.

• Strong understanding of data analysis and fraud detection logic; proficiency in SQL or BigQuery is a plus.

• Excellent communication skills, with the ability to engage and align stakeholders at all levels.

• Demonstrated ability to work collaboratively with Product, Data, and Engineering teams. to achieve common goals.