Vendor Experience Specialist

foodpanda, a part of the Delivery Hero Group—one of the world’s leading local delivery platforms—operates in approximately 65 countries with its headquarters in Berlin, Germany. Our mission is to deliver an exceptional experience that is fast, easy, and right to the customer’s door. 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 dedicated professional to manage and optimize vendor operations, ensuring seamless collaboration and superior service quality across our platform.

Key Responsibilities

Manage external BPO operations by overseeing the Vendor Help Center and handling vendor incident calls. 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 to drive workflow improvements that optimize BPO staffing, reduce operational costs, and minimize vendor churn.

Lead, mentor, and supervise a team of supervisors and team leaders within content operations. Establish clear workflow processes and define performance KPIs to ensure operational efficiency. Create, upload, and maintain accurate menus for all partnered vendors, ensuring item names, descriptions, pricing, and images meet quality standards.

Coordinate with Account Managers to promptly update menu changes, introduce new dishes, and incorporate promotional items. Oversee the smooth onboarding of new vendors within established timelines. Maintain consistency and compliance with brand guidelines and platform standards by regularly auditing menu content for errors, inconsistencies, or outdated information.

Implement and enforce quality standards related to menu presentation, including grammar, formatting, and imagery. Collaborate closely with partners, Account Managers, marketing, product, and customer support teams to align menu updates with promotions, campaigns, and platform features. Work with UX/UI teams to optimize menu layouts and content for enhanced 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 optimize 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 driving automation.

Required Qualifications

A 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 combined with exceptional written and verbal communication abilities. Demonstrated organizational and project management capabilities. Proficiency in content management systems (CMS), SEO tools, and analytics platforms such as Google Analytics. Experience utilizing AI tools and data analytics to enhance operational efficiency.

Ability to work collaboratively across multiple departments with a detail-oriented approach focused on quality and accuracy. Analytical mindset with the capacity 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.

Preferred Qualifications and Benefits

While not explicitly stated, candidates with experience in cross-functional leadership and workflow automation initiatives will find this role particularly rewarding. The position offers the opportunity to work within a global, innovative company that values operational excellence and continuous improvement.

This role is ideal for professionals passionate about driving vendor satisfaction and operational success in a dynamic, fast-growing delivery platform.