'Hungry to make a difference? Then foodpanda may be the place for you!'

At foodpanda, we’re on a mission to redefine customers’ food and shopping experience as a multifaceted online platform across the 14 countries we operate in. We’re all about bringing on the smartest and brightest minds as we continue to grow in a fast-moving and agile environment, and hiring those who can thrive in an energetic and hardworking start-up culture. We strive to become everybody’s most loved delivery platform, however, this won't happen without some really awesome people!

We are looking for a highly-driven and motivated Head of Customer Experience to join our fun, professional and dedicated Operations Department based here in Hong Kong. foodpanda’s Operations Department aims to bring in passionate individuals with strong entrepreneurial mindsets while managing a diverse workforce to ensure peak-efficient and cost effective day-to-day operations.. Wait no longer and join us if you want to make a direct and visible impact and contribute to large-scale success!  

Know More about the Team

Customer Experience

The team is the creator and driver of solutions that contribute to giving our customers the best possible experience from the moment they open the foodpanda app throughout the whole customer journey.

Roles and Responsibilities

• Continuously develop a CX framework that enables stakeholders to improve the aspects of the customer journey they own;
• Perform deep dives into data to identify pain points and draw out actionable insights, which will involve central teams when needed (Shared Service Center Operations, Product, Logistics);
• Close cooperation and alignment with local team towards fine-tuning every aspect of the customer journey;
• Close cooperation with local and regional Product teams towards optimizing usability and customer satisfaction

Qualifications and Requirements

• Bachelor’s degree / MBA in business, finance, operations management or any science-related fields;
• Minimum 5 years of experience in a similar industry or role;
• Demonstrated experience in using data to get to outcomes;
• Exceptional writing and verbal communication skills in both Chinese and English
• Ability to work in a cross-functional environment and to lead complex operational initiatives;
• Prior professional experience with optimization, processes and program/project management is required;
• Experience working in high-volume or extremely fast-paced environment is preferred;
• Experience in developing operational procedures towards maximal efficiency and scalability;
• Creative thinker, independent and driver of progress;
• Detail-oriented, self-starter & highly motivated to succeed;
• Team player with a strong work ethic;
• Solid knowledge of MS Excel and MS Powerpoint - SQL and Tableau are a plus

What We Offer

• A dynamic, fast paced environment
• A vibrant and international team with diverse background
• Steep learning curve in e-commerce & entrepreneurship
• Learning & development programs and skills trainings 
• Flexible working hours and agile company with a flat hierarchical structure
• Monthly staff allowance and corporate discounts including at restaurants, gyms and many more
• Agile office environment with a fully-stocked beverage fridge and self-serve beer 
• Unlimited paid leave policy