Vendor Experience Specialist

foodpanda, a part of the Delivery Hero Group, is a leading local delivery platform operating in approximately 65 countries worldwide. Headquartered in Berlin, Germany, Delivery Hero has been publicly listed on the Frankfurt Stock Exchange since 2017 and is included in the MDAX stock market index. Our mission is to provide a fast, easy, and exceptional delivery experience right to customers' doors.

Key Responsibilities

- Manage external BPO operations, overseeing the Vendor Help Center and handling vendor incident calls to ensure smooth communication and issue resolution.
- Take ownership of vendor satisfaction (CSAT) scores, SLA compliance, and incident rates, working closely with BPO partners to maintain high service standards.
- Develop and manage Standard Operating Procedures (SOPs) alongside Operational Excellence (OPEX) initiatives, driving workflow improvements that optimize BPO staffing, reduce operational costs, and minimize vendor churn.
- Lead, mentor, and manage supervisors and team leaders within content operations, fostering a productive and motivated team environment.
- Establish clear workflow processes and define performance KPIs to ensure operational efficiency and accountability.
- Create, upload, and maintain menus for all partnered vendors, ensuring accuracy in item names, descriptions, pricing, and images.
- Collaborate with Account Managers to promptly update menu changes, introduce new dishes, and manage promotional items.
- Oversee the smooth onboarding of new vendors within established timelines, ensuring compliance with brand guidelines and platform standards.
- Conduct regular audits of menu content to identify and correct errors, inconsistencies, or outdated information.
- Implement and enforce quality standards for menu presentation, including grammar, formatting, and imagery.
- Work closely with partners, Account Managers, marketing, product, and customer support teams to synchronize menu updates with promotions, campaigns, and platform features.
- Liaise with UX/UI teams to optimize menu layouts and content, enhancing user engagement and conversion rates.
- Monitor menu performance metrics such as click-through rates, item popularity, and customer feedback to assess effectiveness.
- Provide actionable insights and recommendations to optimize menu offerings and content presentation.
- Manage multiple menu updates, launches, and seasonal changes simultaneously while meeting deadlines.
- Lead cross-functional initiatives aimed at improving menu content workflows and automation.

Required Qualifications

- Minimum of 4 years’ experience in content or operations management, preferably within the food, e-commerce, or online delivery sectors.
- Proven track record of managing and leading teams, including supervisors and team leaders.
- Strong understanding of food industry terminology, trends, and consumer preferences.
- Excellent leadership and team management skills.
- Exceptional written and verbal communication abilities.
- Strong organizational and project management skills.
- Proficiency in content management systems (CMS), SEO tools, and analytics platforms such as Google Analytics.
- Experience utilizing AI tools and data analytics to drive operational improvements.
- Ability to collaborate effectively across multiple departments.
- Detail-oriented with a strong focus on quality and accuracy.
- Analytical mindset with the ability to interpret data and translate insights into actionable strategies.
- Strong problem-solving skills and the ability to manage multiple priorities in a fast-paced environment.

This role offers the opportunity to work within a dynamic, global organization committed to innovation and excellence in the food delivery industry. Candidates will play a key role in enhancing vendor operations and content quality, contributing directly to the overall customer experience.