Head of Marketplace Experience

Location: Taguig, Philippines

Company

hirify.global is a local delivery platform operating as part of the Delivery Hero Group across around 65 countries, with headquarters in Berlin, Germany.

What you will do

• Bridge Philippine operations and regional leadership, translating regional marketplace roadmaps into executable local plans.
• Own the end-to-end vendor operations lifecycle, including onboarding, incubation, performance, and friction reduction.
• Optimize the experience for vendors, customers, and riders across the delivery chain.
• Define and execute the support experience strategy, including support footprint, channels, and experience enhancement priorities.
• Own service operations and customer satisfaction metrics, including contact rate, cost per contact, automation rate, NPS, and CSAT.
• Lead, mentor, and develop a team of 7+ marketplace managers and specialists while optimizing resources and quality.

Requirements

• 7+ years of experience in high-growth technology, e-commerce, or quick-commerce environments.
• Proven ability to operate effectively in a matrix organization and align local requirements with regional strategies.
• Strong data-driven decision-making skills and experience managing complex KPIs.
• Experience managing teams and delivering operational improvements through cross-functional collaboration.
• Ability to lead transformative support strategies in a fast-paced environment.

Culture & Benefits

• Work across local Philippine operations and regional leadership in a matrix organization.
• Operate in a fast-paced, high-growth technology and delivery environment.
• Collaborate with stakeholders across a global organization operating in around 65 countries.