Manager, Shops Ops Excellence

Company Description

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.

Job Description

About the Role

We are looking for a data-driven operations professional with 3-5 years of experience in retail operations or management consulting to join the Delivery Hero team supporting Pandora across all 15 markets. In this regional role, you will own end-to-end operational performance for the Q-Commerce Shops portfolio, analyzing key operational datasets, identifying fulfillment friction points, and driving cross-functional initiatives to scale operational excellence across all regional markets.

Key Responsibilities

• Operational Metric Ownership: Monitor, analyze, and optimize core Q-Commerce fulfilment metrics across 15 markets, focusing on Non-Seamless Fulfilment Rate (nSFR), Items Not Delivered (IND%), Item Replacement Rates, Vendor Offline Rates, Delivery Delays, and Failed Orders.

• Data Querying & Analytics: Independently extract, query, and analyze operational datasets using SQL, Looker, Google Data Studio, and advanced analytical workflows.

• AI & Automation Integration: Leverage GenAI tools (Gemini, Claude) to accelerate root-cause analysis, automate performance reporting, and generate actionable operational insights.

• Process & SOP Optimization: Perform deep-dive root-cause analyses on order failures and develop scalable SOPs, vendor playbooks, and fulfilment strategies to boost store-level accuracy and replacement rates.

• Stakeholder & Project Management: Lead regional ops excellence projects across 15 Pandora markets, collaborating closely with Commercial, Account Management, Product, and Logistics teams to ensure operational readiness and alignment.

• Vendor & Partner Governance: Work with regional account managers and vendor teams to establish performance baselines, track compliance, and implement targeted mitigation plans for underperforming partners.

Key Competencies

• Strong analytical mindset with high attention to detail and operational discipline.

• Bias for action with the ability to turn complex operational data into clear, scalable execution plans.

• Comfort working in a fast-paced, multi-market environment managing competing priorities.

Qualifications

• Experience: 3-5 years of experience in management consulting, retail operations, Q-Commerce, marketplace operations, or business performance analytics.
• Technical Proficiency: Hands-on expertise in SQL, Looker, Google Data Studio, and advanced Excel/Google Sheets (XLOOKUP, Pivot Tables), alongside practical application of GenAI models (Gemini, Claude) for data analysis.
• Domain Knowledge: Background in retail, supermarket operations, or management consulting with a deep understanding of store fulfilment, inventory accuracy, and supply chain logistics.
• Project Governance: Exceptional project management and stakeholder management skills, with a proven ability to influence multi-market cross-functional teams without direct authority.
• Education: Bachelor's degree in Engineering, Business, Data Analytics, Operations Management, , or a related discipline.