Specialist, Ops Performance

About The Role:

We are looking for highly motivated individuals with a good level of operational competency to manage performance monitoring & compliance of foodpanda’s marketplace business. The individual must be able to multitask and be an advocate for both internal & external stakeholders while upholding a high degree of operational excellence and being able to drive improvements using data.

This role will be based in Bangsar South and will report to the Senior Manager, Shops Performance in the QCommerce Department.

Responsibilities:
Performance Monitoring and Analysis:

1. Continuously monitor key performance indicators (KPIs) related to operations, such as fail rate, offline rate, partial order rate, zombies etc.
2. Analyze data and generate reports to identify trends, patterns, and areas for improvement.
3. Provide insights and recommendations based on data analysis to optimize performance.

Process Optimization:

1. Collaborate with the Account Management team to identify inefficiencies in the processes and suggest improvements.
2. Develop and implement process enhancements to streamline operations, reduce costs, and enhance the customer experience.

Vendor Performance Management:

1. Work closely with the Account Management & Operations team to monitor and improve vendor performance.
2. Provide training and coaching to vendor teams as needed to enhance their efficiency and performance.

Customer Feedback Analysis:

1. Analyze customer feedback and ratings to identify areas of improvement in the delivery process.
2. Implement strategies to address customer concerns and enhance overall satisfaction.

Cross-functional Collaboration:

1. Collaborate with various teams, including on-boarding, regional, content & logistics to ensure alignment on operational goals and strategies.
2. Participate in cross-functional projects to drive improvements in the overall customer experience.

Documentation and Reporting:

1. Maintain detailed records of operational performance data and improvements.
2. Generate regular reports for management to track progress and outcomes.

• Bachelor's degree in Business, Operations Management, or a related field (preferred).
• Proven experience in operations management, performance analysis, or a related role.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Familiarity with data analysis tools and software.
• Ability to work independently and as part of a team.
• Knowledge of the grocery delivery industry and on-demand delivery apps is a plus.

“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

What we Offer?

Career Growth - We believe everyone owns their career. In foodpanda, you are supported with the framework and structure to craft your learning experiences. We provide learning opportunities that support your professional and personal aspirations to discover and maybe even rediscover your life’s calling.

Culture - We believe in getting 1% better every day. We do this by constantly looking for ways to enhance our way of doing things. We strive to look beyond the limits of today to set ourselves up to succeed tomorrow. We make bold decisions and learn from our mistakes towards better solutions. We embrace diversity not just because it’s right but also because it makes us stronger.

These values enable us to create a diverse and inclusive workplace culture that allows everyone within the organization to thrive via a creative and dynamic team environment where you are empowered, engaged, and appreciated.

Delivery Hero

Our parent company, Delivery Hero, is a global leader in the food delivery industry processing over 3 million orders every day and operating in 40+ markets in the world, with 18,000 employees and approximately 500,000+ restaurant partners.