Head of Quick Commerce for CX & Service Operations

About the role

This leadership position directs the service operations and customer experience strategy for our Quick Commerce division. You will guide regional initiatives to ensure high performance, operational scalability, and consistent service quality across our global markets.

Key facts

What you'll do

• Design and execute the roadmap for integrating Quick Commerce programs into existing service operations.
• Track and improve regional performance metrics including contact rates, automation efficiency, and customer satisfaction scores.
• Manage the effectiveness of shop onboarding and content quality to maintain high standards for partners and users.
• Act as the main liaison for regional Quick Commerce leadership, coordinating with Product and Service Ops teams to advance marketplace strategies.
• Supervise and coach a team of direct reports, ensuring each member contributes to the growth and stability of the service ecosystem.
• Represent the Quick Commerce division in strategy meetings to influence product roadmaps, policy changes, and operational workflows.
• Allocate resources toward high-impact initiatives that support long-term scalability and performance goals.

Requirements

• Minimum 10 years of leadership experience within operations, service management, or customer experience.
• At least 5 years of experience in a regional or multi-market capacity.
• Minimum 5 years of experience managing international teams with a focus on talent development and goal achievement.
• Proven ability to use data analytics to optimize operational efficiency and customer experience outcomes.
• Demonstrated success in influencing senior stakeholders and leading cross-functional teams.
• Deep understanding of marketplace business models and customer support operations, specifically regarding retention and satisfaction improvements.

Skills & tools

• Strategic program management
• Performance metric analysis
• Stakeholder management
• Cross-functional team leadership
• Process improvement methodologies
• Marketplace operations management

Practical notes

Delivery Hero operates in approximately 65 countries and is headquartered in Berlin. The company has been listed on the Frankfurt Stock Exchange since 2017 and is a constituent of the MDAX index.