Head of Marketplace Experience (Ecommerce)

Location: Hong Kong

Company

Foodpanda is a food and grocery delivery platform within hirify.global, operating across Asian markets with a technology-focused marketplace infrastructure.

What you will do

• Act as the liaison between local operations and regional leadership, translating marketplace strategies into executable local plans.
• Own the end-to-end vendor operations lifecycle, including onboarding, incubation, performance, and friction reduction.
• Optimize support experiences for vendors, customers, and riders across channels and operational touchpoints.
• Prioritize and execute a data-driven roadmap for marketplace and customer experience improvements.
• Manage contact rate, cost per contact, automation, NPS, CSAT, and other service-operation KPIs.
• Lead, mentor, and develop marketplace managers and specialists while ensuring productivity and quality standards.

Requirements

• 7+ years of experience in high-growth technology, e-commerce, or quick-commerce environments.
• Experience working effectively in a matrix organization and balancing local requirements with regional strategies.
• Strong analytical and data-driven approach to complex KPIs, quality management, and operational decision-making.
• Experience managing teams and driving meaningful change through cross-functional collaboration.
• Ability to lead transformative support strategies in a fast-paced environment.

Culture & Benefits

• Work within an international organization operating in around 65 countries.
• Collaborate with colleagues representing more than 60 nationalities.
• Total compensation may include equity and variable bonuses for eligible roles.
• Opportunity to contribute to food delivery, grocery delivery, rider support, and digitalization initiatives across Asia.