Specialist, Operations (Shops)

About the Role

The Specialist, Operations (Shops) is responsible for driving operational excellence across foodpanda Bangladesh’s Quick Commerce (QC) Shops business.

The role serves as the operational counterpart to the Account Management team, focusing on operational performance, fulfilment excellence, data analysis and process improvement, while Account Managers retain commercial ownership of vendor relationships.

The Specialist will own the operational performance of the QC Shops portfolio by analysing business performance, identifying operational risks, coordinating cross-functional initiatives and executing field-based interventions to improve vendor performance and customer experience.

A key responsibility of the role will be supporting the rapid expansion of AAA stores on the foodpanda platform. The Specialist will lead operational readiness, coordinate picker deployment, inventory readiness and launch execution to ensure successful launches and post-launch stabilisation.

The role will also work closely with Regional Operations teams to identify best practices across Delivery Hero markets and successfully implement initiatives within Bangladesh.

The role is expected to independently own operational outcomes across the Shops portfolio, lead cross-functional initiatives, manage complex operational projects with minimal supervision, and proactively identify opportunities to improve operational performance at scale. 
 

Key Responsibilities

1. Shops Performance Management.

• Own the operational performance of the QC Shops portfolio across Bangladesh.
• Monitor, analyse and improve operational performance across key business and fulfilment metrics including:  Item Not Found (InF), Vendor Offline Rate, Vendor Fail Rate, Perfect Fulfilment Rate (PFR), Order Acceptance Rate, Cancellation Rate, Replacement Offered %, Picker Utilisation, Orchestration SKU Coverage & Stock and assortment availability
• Identify operational risks and recurring performance issues through data analysis.
• Perform root cause analyses and develop structured action plans to improve vendor performance.
• Partner closely with Account Managers to implement operational improvement initiatives for underperforming vendors.
• Conduct joint vendor visits where required to validate operational issues and ensure agreed actions are implemented.
• Measure, monitor and report the business impact of operational improvement initiatives.
   

2. Strategic Retail Partner Expansion

• Lead the operational execution of strategic retail partner launches from planning through post-launch stabilisation.
• Coordinate operational readiness across Operations, Commercial, Account Management and partner teams.
• Manage launch timelines, dependencies, risks and stakeholder communication.
• Coordinate picker onboarding, training, deployment and operational readiness for new strategic partner launches.
• Ensure operational processes and SOPs are successfully implemented before and after launch.
• Monitor launch performance and drive corrective actions where required.
• Continuously improve the operating model for strategic retail partners as the business scales.
   

3. Picker Operations & Inventory Coordination

• Coordinate operational readiness of foodpanda picker teams supporting Shops operations.
• Monitor picker training-to-deployment readiness.
• Identify stores, categories and SKUs requiring inventory verification based on operational data.
• Define inventory count priorities and provide clear guidance to picker teams on execution.
• Monitor inventory check completion, quality and follow-up actions.
• Partner with Account Managers and picker teams to improve stock accuracy, assortment availability and InF performance.
   

4. Field Operations & Store Excellence

• Conduct regular field visits to partner stores to validate operational performance, identify root causes and ensure sustainable improvements are embedded across the vendor network.
• Observe fulfilment processes including picking, packing and order handover.
• Validate compliance with operational SOPs and foodpanda standards.
• Deliver operational coaching and guidance to vendor teams and picker teams.
• Document findings, assign corrective actions and ensure timely follow-up.
• Support live operational escalations where required while maintaining focus on long-term operational improvement.
   

5. Data Analytics & Business Performance

• Analyse operational datasets to identify trends, risks and opportunities for improvement.
• Build and maintain operational dashboards and recurring reports using Microsoft Excel or Google Sheets to support faster decision-making and proactive performance management.
• Support analysis using SQL, Looker or other business intelligence tools where applicable.
• Prepare weekly and monthly business reviews for leadership.
• Translate data into actionable recommendations and measurable improvement plans.
• Track the effectiveness of operational initiatives and continuously optimize performance.
   

6. Operational Excellence & Regional Collaboration

• Partner with Regional Operations teams to identify best practices, operating models and successful initiatives across Delivery Hero markets.
• Evaluate, localise and implement regional initiatives within Bangladesh.
• Measure adoption and business impact of implemented initiatives, sharing learnings and recommendations where appropriate.
• Support the rollout of new operational tools, product features and process improvements.
• Coordinate cross-functionally with Commercial, Account Management, Product, Logistics and Data teams.
• Develop and continuously improve operational SOPs, playbooks, trackers and training materials.
• Independently lead operational improvement projects from problem identification and solution design through implementation, stakeholder alignment and impact measurement.
• Act as the operational subject matter expert supporting the Account Management team in driving vendor performance improvements.

• Bachelor’s degree in Business, Engineering, Supply Chain, Operations Management, Economics, Data Analytics or a related discipline.
• 4–5 years of experience in Operations, Retail, E-commerce, Quick Commerce, Logistics, Marketplace Operations or Account Management.
• Demonstrated experience managing operational performance and delivering measurable business improvements.
• Advanced proficiency in Microsoft Excel or Google Sheets is mandatory.
• Experience with SQL, Looker, Tableau or similar business intelligence tools is preferred.
• Experience working with supermarkets, grocery retailers, marketplaces or FMCG partners is preferred.
• Strong analytical, project management and stakeholder management skills.
• Excellent written and verbal communication skills in English and Bangla.
• Ability to thrive in a fast-paced and rapidly changing operational environment.

foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

What We’re Looking For

• Strong ownership and accountability.
• Highly analytical with excellent problem-solving skills.
• Ability to independently manage multiple operational priorities.
• Strong project management and execution capability.
• Comfortable working with both operational data and field execution.
• Excellent stakeholder management and cross-functional collaboration skills.
• High attention to detail and operational discipline.
• Strong communication and influencing skills.
• Passion for continuous improvement and operational excellence.
• Willingness to spend time in the field to understand operational challenges firsthand.
• A collaborative mindset with a bias for action and delivering measurable results.
• Demonstrated ability to influence stakeholders and drive operational improvements without direct authority.