Assistant Manager - Customer Operations

“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

• Proficiently identify and address areas for enhancing customer operations KPIs by collaborating cross-functionally with product, business, fintech, and operations teams.
• Implement strategies aimed at enhancing the satisfaction and convenience of online paid customers focusing on optimizing their journey within the system.
• Build and optimize processes addressing payment-related issues, emphasizing efficiency and satisfaction improvements in the payment journey.
• Stay updated on industry advancements and integrate relevant trends into operational strategies to enhance service quality and efficiency.
• Utilize data-driven insights for continuous system improvements, contributing to enhanced operational efficiency and customer experience.
• Facilitate enhanced coordination among internal cross-functional teams (logistics, customers, and vendors) to optimize the overall customer experience.
• Provide oversight for wallet and payment-related initiatives, contributing to the implementation of new initiatives and continual improvement efforts.
• Initiate cost control measures and collaborate with stakeholders to drive business decisions while maintaining operational excellence.
• Exhibit a proactive approach to problem-solving and performance enhancement within a collaborative framework.

• Bachelor's degree in business administration, general management or fintech related field.
• At least 1+ year experience in customer operations or a similar role, preferably in the fintech/tech space. 
• Customer-oriented with a strong focus on stakeholder management.
• Robust communication and interpersonal skills.
• Analytical mindset with the ability to interpret data and provide actionable insights.
• Familiarity with online delivery platforms and e-commerce.
• Result-oriented and able to work in a fast-paced environment.