Head, Rider Quality

We build. We deliver. We lead.

We build the world's largest on-demand delivery platform.

We are an international community of entrepreneurs at heart who are passionate problem solvers.

We enable ambitious talent to deliver solutions that create impact within our ecosystem. We move fast, take action and adapt.

This comes with a growth opportunity across the most exciting corners of the world. No matter where you're from or what you believe in, we build, we deliver, we lead.

We are Delivery Hero.

Who we are

As 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, powered by tech, designed by people. As one of Europe’s largest tech platforms, 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. We enable creative minds to deliver solutions that create impact within our ecosystem. We move fast, take action and adapt. No matter where you're from or what you believe in, we build, we deliver, we lead. We are Delivery Hero.

• About the opportunity
• 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.

• Minimum10 yearsof 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.