Head of Marketplace Experience

TL;DR

Head of Marketplace Experience: Own end-to-end marketplace experience across vendors, customers, and riders with an accent on friction reduction, support experience design, and data-driven KPI accountability. Focus on translating regional marketplace roadmaps into executable PH plans, leading a 7+ team, and driving measurable improvements in contact rate, cost per contact, automation rates, and NPS/CSAT.

Location: Taguig, Philippines

Company

foodpanda (Delivery Hero Group) operates a local delivery platform across multiple countries.

What you will do

• Lead strategic matrix execution by translating regional marketplace product roadmaps into PH-specific plans and aligning local operations with regional leadership.
• Own the full vendor operations lifecycle, including onboarding and incubation targets, ensuring integration and performance across the PH marketplace.
• Design and streamline vendor and customer touchpoints to reduce friction and improve vendor success and satisfaction.
• Own the support experience end-to-end (design to execution), including footprint and channel strategy, and champion Voice of the Customer to shape policies.
• Drive operational rigor by managing KPIs such as contact rate, cost per contact, automation rates, and customer satisfaction metrics (NPS/CSAT) using analytics and data visualization.
• Manage and develop a team of 7+ marketplace managers and specialists, ensuring productivity benchmarks and “right quality” standards through real-time training and course corrections.

Requirements

• 7+ years of experience in high-growth tech, e-commerce, or Q-commerce environments.
• Proven ability to operate in a matrix organization, balancing local requirements with central strategies.
• Strong analytical rigor with experience managing complex KPIs and maintaining high quality standards.
• Experience leading teams and driving cross-functional change.
• Comfort working in a fast-paced environment and leading transformative support strategies.

Culture & Benefits

• On-site role in Taguig, Philippines.
• Opportunity to influence both local PH operations and regional marketplace strategy through a matrix leadership model.
• Data-driven operating model focused on measurable customer and operational outcomes.