Head of Operations, Pandamart

foodpanda is part of the Delivery Hero Group, 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. 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.

Job DescriptionAs the Head of Pandamart Operations for Singapore & Malaysia, you will be responsible for leading day-to-day fulfillment operations, ensuring seamless customer experience, and driving efficiency and growth through strategic planning and execution across the pandamart business in Singapore and Malaysia. You will be part of the Q-Commerce leadership team and will oversee pandamart operations coordination across commercial, supply chain, and warehouse teams to maximize growth, performance and cost-effectiveness. This role is ideal for an experienced operator with a strong track record in eCommerce operations who thrives in fast-paced, data-driven environments.

ResponsibilitiesManage and optimize the performance of all dark stores across Singapore and Malaysia, including picking, inventory accuracy, labor planning, and in-store executionDrive key customer experience metrics (e. g. picking accuracy, fulfillment success, incident rates, on-time delivery) and lead initiatives to continuously improve service levelsDrive cost control and operational efficiency through process improvements, space optimization, and strategic resource planningOwn and evolve the store network and real estate strategy — including location scouting, sizing, and layout design — to ensure optimal coverage, productivity, and proximity to demand.

Lead real estate negotiations and manage relationships with landlords and property partnersLead strategic projects to future-proof operations, including dark store layout redesigns, automation opportunities, and assortment-driven space planningCollaborate cross-functionally with local and central teams, including Supply Chain, Logistics, Tech, and Commercial, to optimize day-to-day operations and roll out best practices at scaleWork closely with the Logistics team to define the ideal rider deployment setup, balancing customer experience with logistics cost and SLA adherenceDesign and implement operational OKRs and KPIs to provide real-time visibility into store-level and network-wide performance and improvement areasEnsure full compliance with internal SOPs, health & safety regulations, and local lawsAct as the food safety and hygiene guardian — define, roll out, and enforce food safety protocols across all stores in compliance with regulatory and internal standardsFormulate, manage, and track budgets, productivity targets, and staffing plans to support sustainable growthBuild, mentor, and lead high-performing teams with a culture of ownership, continuous improvement, and operational excellenceQualifications8–12 years of experience in e-commerce / fulfilment operationsProven ability to manage end-to-end fulfillment operations, including both in-house stores and third-party partnersExperience working with regional and cross-functional stakeholders in fast-paced, high-growth environmentsStrong people leadership skills:

capable of managing team leads overseeing warehouse managers, pickers, and frontline teamsExcellent cross-functional collaboration, with the ability to influence and align across Supply Chain, Commercial, Tech, and Finance teamsHighly analytical and action-oriented, with a continuous improvement mindsetSolid grasp of operational P&L levers, with experience in OKR setting, performance tracking, and strategic project executionDeep understanding of fulfillment-related customer experience metrics and last-mile delivery operationsAdditional InformationA dynamic and challenging working environment with a steep learning curveResponsibility from day one in the leading food delivery company in the worldThe opportunity to be part of a happy, high functioning and smart teamPeriodic fun, engaging company events & team activities A company committed to developing you personally and professionally.

A vibrant and international team with diverse backgrounds from all over the worldA culture that empowers you to take full ownership of your work and careerOur parent company, Delivery Hero, is a global leader in the food delivery industry processing over 3 million orders every day and operating in 40+ markets in the world, with 18,000 employees and approximately 500,000+ restaurant partners.