Vendor Experience Specialist

foodpanda, part of the Delivery Hero Group—a leading global local delivery platform operating in around 65 countries—is dedicated to providing a fast, easy, and exceptional delivery experience. 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. We are seeking a skilled professional to manage and optimize our vendor operations and content management processes, ensuring seamless vendor satisfaction and high-quality menu presentation across our platform.

Key Responsibilities

- Manage external BPO operations, overseeing the Vendor Help Center and 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 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 to foster a high-performing team environment.
- Establish clear workflow processes and define performance KPIs to monitor and enhance team productivity.
- Create, upload, and maintain accurate menus for all partnered vendors, ensuring item names, descriptions, pricing, and images meet quality standards.
- Collaborate with Account Managers to promptly update menus with new dishes, promotional items, and changes.
- Oversee the smooth onboarding of new vendors within established timelines.
- Ensure all menu content complies 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- Conduct regular audits of menu content to identify and correct errors, inconsistencies, or outdated information.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 related to grammar, formatting, and imagery for menu presentation.
- Work closely with partners, Account Managers, marketing, product, and customer support teams to align menu updates with promotions, campaigns, and platform features.
- Coordinate 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.
- Provide actionable insights and recommendations to improve menu offerings and content presentation.
- Manage multiple menu updates, launches, and seasonal changes simultaneously, ensuring deadlines are met.
- 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 knowledge of food industry terminology, trends, and consumer preferences.
- Excellent leadership and team management capabilities.
- Exceptional written and verbal communication skills.
- Strong organizational and project management skills.
- Proficiency with 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 commitment to 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 lead critical vendor and content operations within a dynamic, fast-growing global delivery platform. If you are passionate about operational excellence and delivering outstanding vendor and customer experiences, this position will allow you to make a significant impact.