job description
Join Foodpanda as the Head of Quick Commerce for CX & Service Operations and lead the transformation of customer experience in Bali’s dynamic quick-commerce landscape. In this pivotal role, you will drive operational excellence, foster cross-functional collaboration, and ensure seamless service delivery across our regional network. Based in Bali’s vibrant hubs—Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung—you’ll work closely with senior stakeholders to optimize processes, enhance customer satisfaction, and scale our quick-commerce operations.
As a leader in this space, you’ll leverage data-driven insights to refine service strategies, mentor high-performing teams, and align regional initiatives with global standards. This is a unique opportunity to shape the future of quick commerce in Southeast Asia while enjoying Bali’s unparalleled work-life balance.
Responsibility
- Serve as the primary liaison for senior regional stakeholders, ensuring alignment between quick-commerce operations and business objectives.
- Lead cross-functional teams to optimize customer experience (CX) and service delivery in Bali’s key markets.
- Develop and implement scalable operational strategies to enhance efficiency, reduce delivery times, and improve customer satisfaction.
- Analyze performance metrics and customer feedback to identify trends and drive continuous improvement.
- Collaborate with technology and logistics teams to integrate innovative solutions for seamless quick-commerce operations.
- Mentor and develop local teams, fostering a culture of accountability, innovation, and customer-centricity.
- Ensure compliance with regional regulations and company policies while maintaining operational agility.
- Represent Foodpanda in industry forums and stakeholder meetings to strengthen partnerships and brand presence.
Qualifications
- Bachelor’s or Master’s degree in Business, Operations, Logistics, or a related field.
- Minimum of 8 years of experience in operations, customer experience, or quick-commerce, with at least 3 years in a leadership role.
- Proven track record of managing cross-functional teams and driving operational excellence in fast-paced environments.
- Strong analytical skills with proficiency in data-driven decision-making and performance optimization.
- Exceptional communication and stakeholder management skills, with the ability to influence senior leadership.
- Experience in Southeast Asia’s e-commerce or quick-commerce sector is highly desirable.
- Fluency in English; proficiency in Bahasa Indonesia is a plus.
- Ability to thrive in Bali’s dynamic work environment while maintaining strategic focus.