Head, Operations

foodpanda is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

As the Head, Operations (pandamart) for Singapore & Malaysia, you will be responsible for leading day-to-day fulfillment operations, ensuring seamless customer experience, and driving efficiency and growth through strategic planning and execution across the pandamart business in Singapore and Malaysia.

You will be part of the Q-Commerce leadership team and will oversee pandamart operations coordination across commercial, supply chain, and warehouse teams to maximize growth, performance and cost-effectiveness.

This role is ideal for an experienced operator with a strong track record in eCommerce operations who thrives in fast-paced, data-driven environments.

Responsibilities

• Manage and optimize the performance of all dark stores across Singapore and Malaysia, including picking, inventory accuracy, labor planning, and in-store execution
• Drive key customer experience metrics (e.g. picking accuracy, fulfillment success, incident rates, on-time delivery) and lead initiatives to continuously improve service levels
• Drive cost control and operational efficiency through process improvements, space optimization, and strategic resource planning
• Own and evolve the store network and real estate strategy — including location scouting, sizing, and layout design — to ensure optimal coverage, productivity, and proximity to demand. Lead real estate negotiations and manage relationships with landlords and property partners
• Lead strategic projects to future-proof operations, including dark store layout redesigns, automation opportunities, and assortment-driven space planning
• Collaborate cross-functionally with local and central teams, including Supply Chain, Logistics, Tech, and Commercial, to optimize day-to-day operations and roll out best practices at scale
• Work closely with the Logistics team to define the ideal rider deployment setup, balancing customer experience with logistics cost and SLA adherence
• Design and implement operational OKRs and KPIs to provide real-time visibility into store-level and network-wide performance and improvement areas
• Ensure full compliance with internal SOPs, health & safety regulations, and local laws
• Act as the food safety and hygiene guardian — define, roll out, and enforce food safety protocols across all stores in compliance with regulatory and internal standards
• Formulate, manage, and track budgets, productivity targets, and staffing plans to support sustainable growth
• Build, mentor, and lead high-performing teams with a culture of ownership, continuous improvement, and operational excellence

• 8–12 years of experience in e-commerce / fulfilment operations
• Proven ability to manage end-to-end fulfillment operations, including both in-house stores and third-party partners
• Experience working with regional and cross-functional stakeholders in fast-paced, high-growth environments
• Strong people leadership skills: capable of managing team leads overseeing warehouse managers, pickers, and frontline teams
• Excellent cross-functional collaboration, with the ability to influence and align across Supply Chain, Commercial, Tech, and Finance teams
• Highly analytical and action-oriented, with a continuous improvement mindset
• Solid grasp of operational P&L levers, with experience in OKR setting, performance tracking, and strategic project execution
• Deep understanding of fulfillment-related customer experience metrics and last-mile delivery operations

• 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 18,000 employees and approximately 500,000+ restaurant partners.