Senior Engineering Manager, AI-Powered Customer Care

foodpanda; Singapore; On-site; SGD 180,000 - 280,000; Full time

Job summary

foodpanda, part of the Delivery Hero Group, is recruiting a Senior Manager, Software Engineering to lead the HeroCare AI-powered platform behind customer care across Delivery Hero brands. You’ll guide engineering managers, partner with product and analytics, and shape a multi-squad roadmap for reliability and scale.

You will work across global teams to improve the consumer experience, drive AI adoption in engineering, and advance last-mile delivery platforms for expanding groceries and retail

Qualifications

• 5+ years in leadership positions managing managers and senior technical leads on cross-functional initiatives.
• Hands-on experience delivering and running global distributed production systems in self-service or eCommerce domains.
• Experience turning fuzzy business problems and tribe goals into realistic multi-quarter roadmaps, and aligning stakeholders as an equal partner.
• A track record of growing engineers and managers and running performance cycles at domain scale.
• Experience measuring domains with standard delivery and technical KPIs, improving performance without micromanaging, budgeting, and security approaches.
• Experience applying agentic AI tooling to engineering workflows and customer-facing products; fluent written and spoken English.

Responsibilities

• Guide continuous improvement of the HeroCare agent platform’s reliability, tech stack, and operations.
• Establish and monitor KPIs and SLOs for reliability, scalability, performance, and cost-effectiveness.
• Co-own the domain vision with product, translating tribe goals into an 18+ month roadmap.
• Grow and coach engineering managers, hire strong leaders, and run performance reviews.
• Detect blockers early, elevate cross-domain issues, and use metrics to remove inefficiencies.
• Maintain documented engineering practices, reviews, incident learning, budgets, and security compliance.

Skills

Leadership

Cross-functional teamwork

Roadmapping

People management

KPI tracking

AI tooling

Tools

Distributed systems

AI tooling

Security practices

Incident management

Job description

foodpanda, part of the Delivery Hero Group, is recruiting a Senior Manager, Software Engineering to lead the HeroCare AI-powered platform behind customer care across Delivery Hero brands. You’ll guide engineering managers, partner with product and analytics, and shape a multi-squad roadmap for reliability and scale.

You will work across global teams to improve the consumer experience, drive AI adoption in engineering, and advance last-mile delivery platforms for expanding groceries and retail