Head of Marketplace Experience & Vendor Ops

Delivery Hero; Philippines; On-site; PHP 3,000,000 - 5,000,000; Full time

Job summary

Delivery Hero's foodpanda operation in the Philippines seeks an experienced leader to bridge local operations with regional strategy, driving localization of global initiatives across the PH marketplace.

The role centers on vendor and marketplace operations, onboarding, friction reduction, and a data-driven CX approach, with accountability for core KPIs and a high-performing, matrix-enabled team. You will mentor marketplace managers and influence cross-functional partners.

Qualifications

• 7+ years of leadership in high-growth tech, e-commerce, or Q-commerce environments.
• Ability to navigate a matrixed organization with local and central strategies.
• Data-driven with a strong focus on KPI quality and performance.
• Experience leading cross-functional teams and implementing change.
• Comfortable in a fast-paced environment guiding support strategies.

Responsibilities

• Liaise between PH operations and regional leadership to localize global strategies.
• Manage relationships with local stakeholders and regional senior leaders to align improvements.
• Translate regional product roadmaps into executable PH vendor/customer plans.
• Own vendor operations lifecycle across the PH marketplace for performance.
• Oversee onboarding and incubation of vendors to meet quality targets.
• Design processes to reduce friction for vendors and improve satisfaction.
• Lead cross-functional delivery of vendor and customer experience initiatives.
• Monitor KPIs like contact rate, cost per contact, and CSAT/NPS; drive improvements.
• Direct and mentor a team of marketplace managers and specialists.
• Ensure real-time training and resource optimization for PH needs.

Skills

Experienced Leader

Matrix Organization Proficiency

Analytical Rigor

Operational Excellence

Thrives in Speed

Job description

Delivery Hero's foodpanda operation in the Philippines seeks an experienced leader to bridge local operations with regional strategy, driving localization of global initiatives across the PH marketplace.

The role centers on vendor and marketplace operations, onboarding, friction reduction, and a data-driven CX approach, with accountability for core KPIs and a high-performing, matrix-enabled team. You will mentor marketplace managers and influence cross-functional partners.