Manager Vendor Experience Performance Service

Join us as a Manager Vendor Experience (Performance & Service) and play a pivotal role in shaping the Marketplace Experience for Singapore.

Program Management

• Be the country pointofcontact for all service and content related matters relating to vendor service transformation
• Assist in planning executing and monitoring highimpact programs to drive service transformation and operational improvements
• Develop and suggest solutions that reduce marketplace friction improve policies and drive longterm value and vendor satisfaction
• Use project management tools to track progress escalate issues and report on key performance indicators (KPIs) to country leadership

Service Transformation

• Support the implementation of service transformation strategies ensuring a seamless frictionless support experience for the vendors
• Identify areas for operational improvement and apply best practices to enhance vendor experiences and streamline processes
• Assist in rolling out digital tools and technologies to improve service delivery aligning solutions with local market needs and global objectives
• Collaborate on innovative approaches to drive efficiency reduce costs and enhance service quality for the local market

Change Management

• Assist in implementing change management processes ensuring smooth transitions when introducing new tools methods and service models
• Engage local stakeholders and teams in change initiatives driving buyin and fostering trust at all levels
• Monitor feedback from stakeholders and team members adjusting plans to ensure continuous progress
• Champion the Voice of the Vendor to influence policies and drive enhancements that meet both local and regional needs

Performance Tracking and Reporting

• Track the success of service transformation initiatives using datadriven metrics and analytics
• Report on program performance identify opportunities for improvement and ensure alignment of outcomes with business objectives
• Contribute to postimplementation reviews and incorporate lessons learned into future programs

Qualifications :

• 58 years of experience in program management operations or process optimization with a focus on service transformation
• Strong understanding of program management methodologies and tools with handson experience delivering complex projects
• Experience managing crossfunctional teams and projects ideally in global or multimarket environments
• Analytical skills with the ability to use data insights to drive decisionmaking and process improvement
• Familiarity with change management frameworks and tools
• Experience in call centers Shared Services or BPO environments (a plus)
• Ability to develop and enforce policies and procedures to ensure operational integrity
• Knowledge of data analysis tools (e.g. SQL Excel Python) is an asset but not required

Core Competencies:

• Strong problemsolving and analytical skills with a strategic and creative approach to challenges
• Excellent communication skills to engage and align stakeholders at all levels
• Proven ability to work collaboratively with teams to achieve shared goals
• Familiarity with Lean Six Sigma or other process improvement methodologies (a plus)

Additional Information :

• A dynamic and challenging working environment with a steep learning curve
• Responsibility from day one in the leading food delivery company in the world
• The opportunity to be part of a happy high functioning and smart team
• Periodic fun engaging company events & team activities 
• A company committed to developing you personally and professionally.
• A vibrant and international team with diverse backgrounds from all over the world
• A culture that empowers you to take full ownership of your work and career

Our parent company Delivery Hero is a global leader in the food delivery industry processing over 3 million orders every day and operating in 40 markets in the world with 18000 employees and approximately 500000 restaurant partners.

Remote Work :

No

Employment Type :

Fulltime