Assistant Manager - Partner Support Experience

We’re looking for a highly-driven and motivated “Assistant Manager – Partner Support Experience” to join our fast-growing team based here in Pakistan. If you are looking for a place where you can gain hands-on experience and create direct impact, then this may be the place for you!  The ideal candidate will have a track record as a significant individual contributor as well as a strong team player – comfortable working independently, and supporting a team to drive the business forward. You will be responsible for:

• Monitor various partner complaint related KPIs and identify root causes to resolve those

• Plan improvements on Average Handling Time (AHT), Service Level Agreement (SLA), Quality Assurance (QA), Incident ratio & Vendor Satisfaction Scores (VSAT).

• Responsible for analysing, deflecting & automating partner contact reasons

• Responsible for constant improvement & development of policies & processes

• Develop processes and strategies for solving complex problems involving multiple stakeholders

• Deep-rooted understanding of all our vendor-centric SOPs and processes in order to evaluate cases from a vendor’s point of view and plan to improve.

• Liaise and act as a custodian at the BPO (Business Process Outsourcing- Third Party Operators) to understand and roll out SOP changes, process mapping, align key business priorities and carry out vendor and consumer end initiatives.

• Closely work with BPO partners (Business Process Outsourcing- Third Party Operators) to design evaluation and training programs and monitor the success metrics

• Perform partner interaction monitoring (through chats/ emails/ social media/ calls) and metric evaluation to identify areas of process/agent opportunities.

• Analyse vendor contact reasons and improve on decreasing them with self-service, automation or process improvements.

• Bachelor's/Master’s Degree

• Minimum 4-5 years of professional experience preferably in contact center operations, processes designing and re-engineering, partner support management

• Good understanding of quality tools and systems

• Proficient in English in both oral and written

• Basic understanding of e-commerce business processes

• Performance-driven and ability to work under minimal supervision

“To be the most loved everyday food and groceries destination!” - that’s our mission at foodpanda (small ‘f’).

foodpanda is the largest food and grocery delivery platform in Asia, outside of China. Operating in more than 400 cities across 11 markets, we continue to expand and grow in our core food delivery business, as well as in new verticals like grocery deliveries, with a strong tech infrastructure at our core. From our restaurants-partners, cloud kitchens and cloud grocery stores — foodpanda is just one tap away, getting everything you need into your hands quickly and conveniently!

If you love working with technology to create solutions and are not afraid to roll up your sleeves to get things done, you will find your tribe here at foodpanda. foodpanda comprises of people from more than 60 nationalities, and we believe in winning through diversity.
foodpanda is part of the Delivery Hero Group, the world’s leading local delivery platform operating in 70+ countries worldwide

• We are fast, like mind boggling fast! So if you’re someone who loves ever changing goals and loves optimization, you’re the right fit for us!

• We love people who can develop things from scratch, own them and then work on improving them.

• We love what we do, and we don’t rest until we’ve achieved our targets. So if you’re also someone who is driven until the dream is achieved, come join us!