About the opportunity
The Head, Rider Quality will oversee compliance strategies, fraud prevention, and rider satisfaction initiatives across 17 Pandora markets. 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 Pandora 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.
What you need to be successful
- 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 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.
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.
What's in it for you
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 include it in your application. You're welcome to share your pronouns (he/she/they) right from the start so we can address you respectfully from our first contact.
