Head of Quick Commerce for CX & Service Operations

The Head of Quick Commerce (QC) for CX & Service Operations is a senior leadership role responsible for the strategic program management and performance oversight of customer experience and service operations specifically for the Quick Commerce vertical. This role ensures that specialized QC programs are successfully launched into service operations and that performance across all lines of business including customers, riders, and shops is optimized and aligned with regional and functional  goals

Key Responsibilities:

1. Strategic Program Management and Launch: Define and lead the roadmap for launching QC specific programs into service operations

2. Performance Management and Accountability: Own and monitor critical service and customer experience metrics at the regional level, such as contact rates, automation levels, line of business performance, and customer satisfaction. Drive regional strategies to improve KPIs and ensure consistency in customer experience across all countries.

3. Shop Onboarding and Content Excellence: Oversee the performance and efficiency of shop onboarding processes and content management to ensure a high quality experience for partners and users

4. Stakeholder Engagement and Cross-Functional Collaboration: Serve as the primary point of contact for QC senior regional stakeholders. Build strong partnerships with Product, Service Ops, and other key functional  teams to drive collaborative, cross-functional efforts that support the marketplace experience strategy.

5. Leadership and Team Development: Lead and mentor a team of direct reports, each owning specific components of the QC service ecosystem, fostering a high performing and collaborative culture

6. Voice of the QC Marketplace: Champion the needs of QC stakeholders in regional strategy discussions to influence product design, policy decisions, and process improvements

7. Resource Prioritization: Develop strategic plans for resource allocation, prioritizing the initiatives that drive the highest impact on QC service performance and scalability

What You Bring to the Team:

Minimum Requirements;

• 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 solid track record in using analytics to enhance customer experience metrics and operational efficiencies.

• Strong communication and stakeholder management skills, with experience influencing senior leadership and cross-functional teams to drive customer-focused initiatives.

Preferable Requirements; 

• Knowledge of marketplace models and customer support operations, including leading process improvements that have contributed to increased customer satisfaction and retention.

• More than 5 years of experience in managing teams across multiple countries, with a strong focus on talent development and meeting team objectives aligned with business goals.

About Delivery Hero

Delivery Hero is the world’s leading local delivery platform, operating in around 70 countries across Asia, Europe, Latin America, the Middle East, and Africa. We started as a food delivery service in 2011, and today we run our own delivery platform on four continents. We’re pioneering innovative solutions in the world of delivery, offering impactful experiences for our users across diverse marketplaces.