Senior Manager, Strategy & Planning

foodpanda; Kuala Lumpur; On-site; MYR 180,000 - 260,000; Full time

Job summary

foodpanda, part of the Delivery Hero Group, is seeking a Senior Strategy & Operations lead to shape the CX & Service Operations strategy and translate priorities into actionable roadmaps across Product, Finance, Marketplace, and Support teams.

You will partner with the Senior Director and leadership to own governance forums, track OKRs, and provide executive support, ensuring timely delivery, clear milestones, and data-driven insights to improve customer experience and cost efficiency.

Qualifications

• 5+ years in strategy, operations, consulting, or program management with a strong execution track record.
• Ability to bring clarity to ambiguous problems and translate strategy into action.
• Proven ability to influence senior stakeholders across functions and regions.
• Analytical mindset with data-driven decision making.
• High accountability with bias for action and outcomes.
• Clear and concise communication for leadership.
• Adaptability in a fast-paced, multi-priority environment.

Responsibilities

• Develop and execute strategy for CX & Service Operations aligned with company priorities.
• Shape strategic planning, roadmaps, initiatives and OKRs across teams.
• Convert priorities into executable plans with clear milestones.
• Support trade-offs with structured reasoning and data-driven recommendations.
• Serve as Chief of Staff and govern operating cadences like MBRs, QBRs, leadership reviews.
• Own OKR management, ensuring visibility and accountability.
• Provide executive support, preparing narratives and materials for decisions.
• Lead cross-functional programs across Product, Finance, Marketplace, Vendor Ops, and Support.
• Track delivery, identify risks early, and implement mitigation plans.
• Escalate blockers and drive resolution with senior stakeholders.
• Monitor KPIs, generate insights, and drive cost efficiency and customer experience improvements.
• Deliver concise leadership updates on performance and risks against strategic priorities.

Skills

Strategy & Execution

Structured Thinking

Stakeholder Management

Analytical Skills

Ownership Mindset

Communication

Adaptability

Education

Bachelor's degree in Business/Operations

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

Key Responsibilities

• Strategy Development and Execution
• Strategic Planning: Partner closely with the Senior Director and leadership team to shape the CX & Service Operations strategy, ensuring alignment with company priorities and financial targets.
• Translation to Execution: Convert strategic priorities into clear roadmaps, initiatives, and OKRs across Service Operations.
• Prioritization: Support trade-offs and decision making by bringing structure, data, and clear recommendations to leadership.
• Chief of Staff and Governance
• Operating Cadence: Own and run core governance forums, including MBRs, QBRs, leadership reviews, and All Hands.
• OKR Management: Track progress against OKRs, ensuring clear ownership, visibility, and accountability across teams.
• Executive Support: Act as a thought partner to the Senior Director, preparing materials, defining narratives, and ensuring alignment ahead of key decisions.
• Cross-Functional Program Delivery
• Project Leadership: Lead and drive highly complex, cross-functional initiatives across Product, Finance, Marketplace, Vendor Ops, and Support teams.
• Execution Tracking: Ensure initiatives are delivered on time, with clear milestones, risks identified early, and mitigation plans in place.
• Problem Solving: Act as the escalation point for key blockers, driving resolution across teams and senior stakeholders.
• Performance Management and Insights
• KPI Ownership: Track and analyse core operational metrics (CSAT, contact rate, cost per contact, cost to onboard, automation rate, etc.) to identify performance gaps and opportunities.
• Insight Generation: Translate data into actionable insights and recommendations to improve both customer experience and cost efficiency.
• Reporting: Deliver clear, concise updates to leadership on performance, risks, and progress against strategic priorities

Qualifications

• Strategy and Execution Experience: 5+ years in strategy, operations, consulting, or program management roles, with a strong track record of driving execution in complex environments.
• Structured Thinking: Strong ability to bring clarity and structure to ambiguous problems and translate strategy into action.
• Stakeholder Management: Proven ability to influence senior stakeholders and work effectively across multiple functions and regions.
• Analytical Skills: Comfortable working with data, defining metrics, and using insights to drive decisions.
• Ownership Mindset: High level of accountability, with a bias for action and focus on outcomes.
• Communication: Clear and concise communicator, able to distill complex topics into simple narratives for leadership.
• Adaptability: Able to operate in a fast-paced environment with multiple competing priorities
• Education: Bachelor’s degree in Business, Operations, or a related field.