Specialist, Operations (Shops)

The Specialist, Operations (Shops) is responsible for driving operational excellence across foodpanda Bangladesh’s Quick Commerce (QC) Shops business.

The role serves as the operational counterpart to the Account Management team, focusing on operational performance, fulfilment excellence, data analysis and process improvement, while Account Managers retain commercial ownership of vendor relationships.

The Specialist will own the operational performance of the QC Shops portfolio by analysing business performance, identifying operational risks, coordinating cross-functional initiatives and executing field-based interventions to improve vendor performance and customer experience.

A key responsibility of the role will be supporting the rapid expansion of AAA stores on the foodpanda platform. The Specialist will lead operational readiness, coordinate picker deployment, inventory readiness and launch execution to ensure successful launches and post-launch stabilisation.

The role will also work closely with Regional Operations teams to identify best practices across Delivery Hero markets and successfully implement initiatives within Bangladesh.

The role is expected to independently own operational outcomes across the Shops portfolio, lead cross-functional initiatives, manage complex operational projects with minimal supervision, and proactively identify opportunities to improve operational performance at scale.

• Shops Performance Management.
• Own the operational performance of the QC Shops portfolio across Bangladesh.
• Monitor, analyse and improve operational performance across key business and fulfilment metrics including: Item Not Found (InF), Vendor Offline Rate, Vendor Fail Rate, Perfect Fulfilment Rate (PFR), Order Acceptance Rate, Cancellation Rate, Replacement Offered %, Picker Utilisation, Orchestration SKU Coverage & Stock and assortment availability
• Identify operational risks and recurring performance issues through data analysis.
• Perform root cause analyses and develop structured action plans to improve vendor performance.
• Partner closely with Account Managers to implement operational improvement initiatives for underperforming vendors.
• Conduct joint vendor visits where required to validate operational issues and ensure agreed actions are implemented.
• Measure, monitor and report the business impact of operational improvement initiatives.
• Strategic Retail Partner Expansion
• Lead the operational execution of strategic retail partner launches from planning through post-launch stabilisation.
• Coordinate operational readiness across Operations, Commercial, Account Management and partner teams.
• Manage launch timelines, dependencies, risks and stakeholder communication.
• Coordinate picker onboarding, training, deployment and operational readiness for new strategic partner launches.
• Ensure operational processes and SOPs are successfully implemented before and after launch.
• Monitor launch performance and drive corrective actions where required.
• Continuously improve the operating model for strategic retail partners as the business scales.
• Picker Operations & Inventory Coordination
• Coordinate operational readiness of foodpanda picker teams supporting Shops operations.
• Monitor picker training-to-deployment readiness.
• Identify stores, categories and SKUs requiring inventory verification based on operational data.
• Define inventory count priorities and provide clear guidance to picker teams on execution.
• Monitor inventory check completion, quality and follow-up actions.
• Partner with Account Managers and picker teams to improve stock accuracy, assortment availability and InF performance.
• Field Operations & Store Excellence
• Conduct regular field visits to partner stores to validate operational performance, identify root causes and ensure sustainable improvements are embedded across the vendor network.
• Observe fulfilment processes including picking, packing and order handover.
• Validate compliance with operational SOPs and foodpanda standards.
• Deliver operational coaching and guidance to vendor teams and picker teams.
• Document findings, assign corrective actions and ensure timely follow-up.
• Support live operational escalations where required while maintaining focus on long-term operational improvement.
• Data Analytics & Business Performance
• Analyse operational datasets to identify trends, risks and opportunities for improvement.
• Build and maintain operational dashboards and recurring reports using Microsoft Excel or Google Sheets to support faster decision-making and proactive performance management.
• Support analysis using SQL, Looker or other business intelligence tools where applicable.
• Prepare weekly and monthly business reviews for leadership.
• Translate data into actionable recommendations and measurable improvement plans.
• Track the effectiveness of operational initiatives and continuously optimize performance.
• Operational Excellence & Regional Collaboration
• Partner with Regional Operations teams to identify best practices, operating models and successful initiatives across Delivery Hero markets.
• Evaluate, localise and implement regional initiatives within Bangladesh.
• Measure adoption and business impact of implemented initiatives, sharing learnings and recommendations where appropriate.
• Support the rollout of new operational tools, product features and process improvements.
• Coordinate cross-functionally with Commercial, Account Management, Product, Logistics and Data teams.
• Develop and continuously improve operational SOPs, playbooks, trackers and training materials.
• Independently lead operational improvement projects from problem identification and solution design through implementation, stakeholder alignment and impact measurement.
• Act as the operational subject matter expert supporting the Account Management team in driving vendor performance improvements.