Key Account Manager Operations

About the role

This role focuses on improving operational performance for partners by monitoring key metrics, identifying issues, and implementing solutions. You will work closely with external partners and internal teams to ensure smooth operations and high service quality. Your efforts will directly contribute to the efficiency and growth of the delivery ecosystem.

Key facts

What you'll do

• Track daily operational metrics such as Vendor Fail Rate (VFR), Average Wait Time (AWT), Inaccuracy, Estimated Preparation Time (EPT), and On-Time delivery.
• Pinpoint performance issues, investigate their root causes, and create action plans to restore optimal performance.
• Develop reports and regular check-ins with partners and internal teams.
• Maintain clear communication with partner managers, supervisors, and operational staff.
• Align expectations, operational strategies, and improvement roadmaps with partners.
• Organize workshops, training sessions, and operational audits to reinforce best practices.
• Collaborate with Partner Operations, Integrations, Logistics, PX, and Commercial teams to resolve operational conflicts.
• Escalate critical incidents or systemic problems affecting order volumes or user experience in a timely manner.
• Ensure the correct deployment of new features, system changes, and company policies.
• Design and implement operational playbooks, escalation processes, and stabilization plans for partner locations.
• Promote the correct use of platform features like auto-accept, check-in, food is ready notifications, and preparation time adjustments.
• Categorize partners based on risk, impact, and performance to prioritize actions.
• Verify that partners adhere to company policies, service level agreements for acceptance and delivery times, and rules set by Supply/Operations.
• Address findings from audits, inaccuracy reports, and TES, ensuring systematic corrections.
• Create dashboards, trend analyses, and executive presentations to explain results and propose new initiatives.
• Measure the impact of operational initiatives and share successful strategies with the Operations team.

Requirements

• A degree in Commercial Engineering, Business Administration, or a related field.
• At least 1 year of professional experience in similar roles, involving direct interaction with clients or partners.
• Intermediate to advanced proficiency in Excel.

Practical notes

Delivery Hero is a global leader in delivery services, operating in approximately 65 countries. PedidosYa, a part of Delivery Hero, is a leading technology company for delivery and quick-commerce in Latin America, active in 15 countries. PedidosYa launched PedidosYa Markets in 2020, offering 15-minute delivery of groceries and household items. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX index. The company values diversity and inclusion, welcoming applications from all individuals regardless of gender identity, sexual orientation, ethnicity, religion, age, disability, or other characteristics. If you require any reasonable adjustments or accessibility support for your interview, please mention it in your application. You are also welcome to share your pronouns (he/him/his, she/her/hers, they/them/theirs) from the first contact.