The Head, Rider Quality will oversee compliance strategies, fraud prevention, and rider satisfaction initiatives across 17 markets for our foodora, foodpanda and yemeksepeti brands. The role will ensure reduced rider churn and acquisition costs through engagement strategies while enhancing overall rider experience. This position requires strong leadership, cross-functional collaboration, and expertise in compliance and process optimization.

Main responsibilities:

• Rider Fraud and Compliance: Lead the rider compliance strategy across 17 markets, guiding the team responsible for creating, maintaining, and executing rider compliance rules. Focus on reducing rider fraud and cancellation costs while ensuring a seamless customer experience.
• Rider Satisfaction and Churn: Enhance and improve rider satisfaction to reduce rider churn and improve rider tenure and engagement. Develop structured strategies for rider communication, loyalty, and engagement to lower the cost of acquiring new riders.
• Rider Incidents Reduction: Reduce rider incidents by introducing automations, improving processes, and collaborating with product teams to ensure efficiency.
• Product Ownership: Generate and prioritize feature requests for rider-facing products, ensuring alignment between product roadmaps and business objectives.
• Cross-Functional Collaboration: Work with other business units and stakeholders, including customer experience, vendor experience, and service teams, to streamline rider-related processes that align with Pandora's key goals—cost reduction, enhanced customer experience, and business growth.

• Minimum 10 years of proven leadership experience in compliance, logistics, or operations management, ideally with a focus on rider, logistics, or field workforce management.
• Demonstrated ability of operational costs management through process improvements, automation, and compliance initiatives.
• Strong understanding of customer experience, rider engagement strategies, and retention methods.
• Expertise in collaborating with cross-functional teams and managing multiple stakeholders and markets to achieve business objectives.
• Proficiency in data analysis, risk management, and developing strategies for fraud prevention and compliance.
• Excellent communication and leadership skills with a track record of managing and mentoring high-performing teams.

Ensuring you and all our Heroes are looked after, happy, and healthy is always on the menu. Because if you’re in good shape, then we’re in good shape.

• Make the most of our hybrid working model and join the team for face-to-face connection and collaboration in our beautiful Berlin campus 2 days a week

• We offer 27 days holiday with an extra day on 2nd and 3rd year of service

• Get moving and release those wonderful, mind-boosting endorphins: Health Checkups, Meditation, Yoga, Gym & Bicycle Subsidy

• Cash. Dough. Cheddar. Whatever you call it, we’ll help you with it: Employee Share Purchase Plan, Sabbatical Bank,  Public Transportation Ticket Discount, Life & Accident Insurance, Corporate Pension Plan

• Look up and go for it. We will support you in developing yourself and your career: 1.000 € Educational Budget, Language Courses, Parental Support

• The power of getting together over some food is unrivaled. Here are a few ways to help you do that. All the yum: Digital Meal Vouchers, Food Vouchers, Corporate Discounts and access to the Udemy Business platform to explore a variety of online courses.

We believe diversity and inclusion are key to creating not only an exciting product, but also an amazing customer and employee experience. Fostering this starts with hiring - therefore we do not discriminate on the basis of racial identities, religious beliefs, color, national origin, gender identities or expressions, sexual orientations, age, marital or disability statuses, or any other aspect that makes you, you.

We encourage you to let us know if you need any accommodations or specific accessibility support to ensure a smooth interview experience—just let us know with an email to our Inclusion Officer at inclusion@deliveryhero.cominclude it in your application.

Severely disabled applicants with equal qualifications will be given preferential consideration.

You're welcome to share your pronouns (he/she/they) right from the start so we can address you respectfully from our first contact.