Vendor Experience Specialist

Delivery Hero; Lahore; On-site; PKR 1,800,000 - 2,400,000; Full time

Job summary

foodpanda is seeking an experienced Content and Operations Manager to oversee menu content for partner vendors and drive quality across descriptions, pricing, and imagery.

You will lead supervisors and team leads, collaborate with Account Managers, marketing, product, and support teams, and implement workflow improvements to boost accuracy, compliance, and vendor performance in a fast-paced delivery environment.

Qualifications

• 4+ years of experience in content or operations management in food/e-commerce/delivery sectors
• Proven leadership of supervisors and team leaders
• Strong understanding of food industry terminology and consumer trends
• Excellent written and verbal communication skills
• Excellent organizational and project management abilities
• Proficiency with CMS, SEO tools, and analytics platforms (Google Analytics)
• Proficiency in utilizing AI tools and data analytics
• Ability to collaborate across departments
• Detail-oriented with a focus on quality and accuracy
• Analytical mindset with data-driven decision-making

Responsibilities

• Oversee external BPO operations including Vendor Help Center and vendor incident calls
• Own vendor CSAT, SLA compliance, and incident rates with BPO partners
• Manage SOPs, OPEX, and drive workflow changes to optimize staffing and costs
• Lead and mentor supervisors and team leaders in content operations
• Establish workflow processes and KPIs for performance evaluation
• Maintain menus for all partnered vendors with accurate items, pricing, and imagery
• Coordinate with Account Managers on menu updates, new dishes, promotions
• Ensure smooth onboarding of new vendors within timelines
• Uphold brand guidelines and platform standards across content
• Regularly audit content for errors and inconsistencies
• Improve menu content workflows with cross-functional initiatives
• Collaborate with UX/UI to optimize menu layouts and engagement
• Monitor menu performance metrics and provide actionable insights

Skills

Content/operations management

Team leadership

Cross-functional collaboration

Quality assurance

Project management

Analytical mindset

Tools

CMS

SEO tools

Google Analytics

AI tools

Data analytics

Job description

Job Description:

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

• Manages external BPO operations overseeing the Vendor Help Center and vendor incident calls.
• Key duties include owner-level management of vendor satisfaction (CSAT) scores, SLA compliance, and incident rates in close coordination with BPO partners.
• Responsible for managing SOPs alongside OPEX and driving workflow changes that directly optimize required BPO staffing, lower operational overhead, and reduce vendor churn.
• Lead, mentor, and manage supervisors and team leaders across content operations.
• Establish clear workflow processes and performance KPIs
• Create, upload, and maintain menus for all partnered vendors ensuring accuracy in item names, descriptions, pricing, and images.
• Coordinate with Account Managers to update menu changes, new dishes, and promotional items promptly.
• Ensure new vendors are being onboarded smoothly within the timelines.
• Ensure consistency and compliance with brand guidelines and platform standards.
• Regularly audit menu content for errors, inconsistencies, or outdated information.
• Implement and enforce quality standards for menu presentation including grammar, formatting, and imagery.
• Work closely with partners, Account Managers, marketing, product, and customer support teams to synchronize menu updates with promotions, campaigns, and platform features.
• Liaise with UX/UI teams to optimize menu layouts and content for improved user engagement and conversion.
• Monitor menu performance metrics such as click-through rates, item popularity, and customer feedback.
• Provide actionable insights and recommendations to optimize menu offerings and content presentation.
• Manage multiple menu updates, launches, and seasonal changes simultaneously within set deadlines.
• Lead cross-functional initiatives aimed at improving menu content workflows and automation.

Qualifications

• 4+ years of experience in content or operations management, preferably within the food, e-commerce, or online delivery industry.
• Proven experience managing and leading teams, ideally supervisors and team leaders.
• Strong understanding of food industry terminology, trends, and consumer preferences
• Excellent leadership and team management skills.
• Exceptional written and verbal communication skills.
• Strong organizational and project management abilities.
• Proficiency in content management systems (CMS), SEO tools, and analytics platforms (e.g., Google Analytics).
• Proficiency in utilising AI tools and data analytics
• Ability to work collaboratively across departments.
• Detail-oriented with a strong focus on quality and accuracy.
• Analytical mindset with the ability to interpret data and translate insights into actionable strategies.
• Problem-solving skills and the ability to manage multiple priorities in a fast-paced environment.

Requirements: