Manager, Shops Operation

foodpanda; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

foodpanda is seeking a Shops Operations Manager to improve the longtail Shops vendors' operating model across markets. You will use data to identify gaps, understand root causes and translate insights into scalable solutions, working with local teams and regional stakeholders to standardise processes and drive vendor growth and efficiency.

You will lead analytics-driven initiatives, define improvements, and collaborate with a Centre of Excellence to ensure consistent performance across markets.

Qualifications

• Operational gaps identification and root-cause analysis to drive improvements.
• End-to-end understanding of processes, systems, people and ownership affecting performance.
• Strong ability to analyse datasets and translate findings into actions.
• Experience designing and scaling operational processes, SOPs, workflows or performance frameworks.
• Ability to define business requirements for automation and work with cross-functional teams.

Responsibilities

• Own the operational and commercial performance of longtail Shops vendors; monitor KPIs and drive impact.
• Analyze vendor data to uncover drivers of performance gaps and bottlenecks; perform root-cause analysis.
• Translate findings into scalable solutions including process improvements and automation.
• Collaborate with local Commercial teams, Centre of Excellence and regional stakeholders to ensure transparency and alignment.
• Continuously review operating model to identify simplifications and standardisation opportunities.
• Remain close to execution by incorporating feedback and data-driven refinements.

Skills

Operational Problem-Solving

End-to-End Operations

Analytical Capability

Process Design

Automation & Systems

Project & Stakeholder Mgmt

Regional Collaboration

Commercial Judgement

Tools

SQL

Looker

Data Studio

Tableau

Salesforce

Job 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

As the Shops Operations Manager, you will help improve the end‑to‑end operating model and performance of longtail Shops vendors across Pandora’s markets. Your mission is to use data to identify operational gaps, understand their root causes and translate insights into scalable solutions. You will work closely with local teams, the Centre of Excellence and regional stakeholders to standardise processes, automate manual work and improve vendor growth, retention and operational efficiency.

Responsibilities

• Own It – You take ownership of the operational and commercial performance of longtail Shops vendors. You monitor agreed KPIs, identify gaps and ensure that issues are followed through from analysis to implementation and impact measurement.
• Dive Deep – You analyse vendor and portfolio data to uncover the drivers behind performance gaps, operational bottlenecks and vendor behaviour. You conduct root-cause analysis to determine whether issues are driven by processes, systems, ownership, capacity or execution quality.
• Deliver Value Fast – You translate analytical findings into practical and scalable solutions. This may include process improvements, automated workflows, vendor segmentation, SOPs, self‑service journeys and structured Centre of Excellence or Account Manager interventions.
• Bring Good Vibes – You collaborate effectively with local Commercial teams, the Centre of Excellence and regional stakeholders. You create transparency around performance, priorities, responsibilities and delivery timelines, while supporting constructive and solution‑oriented discussions.
• Raise the Bar – You continuously review the longtail Shops operating model to identify opportunities for simplification, standardisation, automation and optimisation. You help regionalise successful practices and establish consistent performance‑management standards across markets.
• Stay Humble – You remain close to operational execution by seeking input from the teams using the processes and tools you develop. You challenge your own assumptions, remain open to feedback and refine solutions based on data, practical experience and measurable results.

Qualifications

• Operational Problem‑Solving – You have experience identifying operational or commercial performance gaps, conducting root‑cause analysis and developing solutions that address the underlying business problem.
• End‑to‑End Operations Understanding – You understand how processes, systems, people, ownership structures and execution quality collectively influence operational performance.
• Analytical Capability – You are comfortable analysing datasets, identifying patterns and translating findings into clear recommendations and action plans. Familiarity with SQL, Looker, Data Studio, Tableau or similar analytical tools is preferred.
• Process and Solution Design – You have experience designing, improving or scaling operational processes, SOPs, workflows or performance frameworks across multiple teams, business units or markets.
• Automation and Systems Collaboration – You can define business requirements and work with Data, Product, CRM or technical teams to develop automated or system‑based solutions. Familiarity with Salesforce, CRM platforms or workflow automation is an advantage.
• Project and Stakeholder Management – You can manage several initiatives concurrently and communicate complex findings clearly to both execution teams and senior stakeholders.
• Regional and Cross‑Functional Collaboration – You are comfortable working across different markets, functions and cultures, including coordination with a Centre of Excellence, shared‑services team or outsourced operational function.
• Commercial and Operational Judgement – You demonstrate strong attention to detail while understanding the wider commercial impact of operational decisions. You are comfortable challenging existing approaches using data, evidence and structured reasoning.

Preferred Experience

• Experience in one or more of the following areas would be beneficial:
• E‑commerce, quick commerce, food delivery, retail or marketplace operations
• Longtail, SMB or high‑volume vendor portfolio management
• Regional or multi‑country operations
• Centre of Excellence or shared‑services operating models
• Salesforce, CRM workflows, automation or vendor self‑service products