Director of Vendor Operations
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Key skills for this role
About the Role
Hungerstation seeks a visionary Director of Vendor Operations to build and scale the vendor operations function. This leader will own the entire vendor lifecycle including onboarding, compliance, performance management, quality, and support across multiple verticals.
Key Skills for This Role
Responsibilities
- Drive overall vendor operations strategy and cascade business goals into actionable initiatives
- Lead cross functional collaboration to improve vendor experience, customer satisfaction, and rider efficiency
- Establish benchmarks and KPIs for vendor reliability, availability, order timing, and experience metrics
- Analyze data to optimize vendor performance and platform growth
- Provide senior management with regular performance reports and recommendations
- Own delivery of premium vendor experiences across all operational touchpoints
- Manage service levels, NPS, CSAT, and vendor satisfaction metrics
- Build and maintain knowledge base and SOPs for vendor operations
- Conduct audits, RCAs, and calibration sessions to drive quality improvements
- Lead technical backbone of vendor operations including configurations, integrations, and vendor portals
- Oversee vendor support function ensuring first contact resolution and SLA compliance
- Coordinate with logistics partners for device delivery, menu photoshoots, and troubleshooting
Requirements
- 10+ years in vendor/supplier operations, marketplace management, or logistics/e commerce
- 4+ years in senior leadership
- Proven success in scaling vendor operations in high growth environments
- Experience managing multi vertical ecosystems (food, grocery, retail, pharmacy)
- Fluency in both English and Arabic
- Strong analytical and data driven decision making skills
- Process design and optimization mindset
- Excellent cross functional collaboration and stakeholder influence
- Inspirational leadership, capable of attracting and retaining top talent
- Resilient, adaptable, and comfortable with high pace, ambiguous environments
Full Job Posting
Company Description
- Hungerstation is part of the Delivery Hero Group, the world’s pioneering local delivery platform.
- Mission: deliver an amazing experience—fast, easy, and to your door.
- Operates in around 65 countries worldwide, headquartered in Berlin, Germany.
- Listed on the Frankfurt Stock Exchange since 2017 and part of the MDAX stock market index.
Role Overview
- Seeking a visionary, high bar leader to build and scale Hungerstation’s Vendor Operations function.
- Own the entire vendor lifecycle — onboarding, compliance, performance management, quality, experience, and support — across restaurants, groceries, convenience stores, pharmacies, and other verticals.
- Ensure vendor ecosystem thrives by driving operational excellence, leveraging data, and aligning with product, technology, and regulatory bodies.
- Requires a blend of strategy, analytical rigor, and execution discipline.
Key Responsibilities Vendor Performance
- Drive overall vendor operations strategy, cascading business goals into actionable vendor performance initiatives.
- Lead cross functional collaboration with local and global teams to improve vendor experience, customer satisfaction, and rider efficiency.
- Establish benchmarks and KPIs such as reliability, availability, order timing, and seamless experience metrics.
- Analyze data, spot trends, and generate actionable insights to optimize vendor performance and platform growth.
- Use controlled testing and market feedback to design and launch enhancements to vendor operations.
- Provide senior management with regular performance reports, insights, and recommendations.
Key Responsibilities Vendor Quality & Experience
- Own the delivery of premium vendor experiences across all operational touchpoints.
- Manage service levels, NPS, CSAT, and vendor satisfaction metrics.
- Build and maintain the knowledge base and SOPs as the source of truth for vendor operations.
- Conduct regular audits, RCAs, and calibration sessions to drive quality improvements.
- Implement continuous feedback loops between vendors and internal teams.
- Design quality scorecards, surveys, and feedback tools to capture the voice of the partner.
- Proactively identify and execute process improvements that enhance efficiency and compliance.
Key Responsibilities Vendor Systems
- Lead the technical backbone of vendor operations, managing configurations, integrations, zoning, pricing, and marketing systems.
- Own and enhance vendor portals, self service platforms, and transmission devices.
- Ensure system availability, reliability, and usability through proactive troubleshooting and maintenance.
- Partner with local/global product teams to influence system design and rollout.
- Develop vendor training strategies to ensure effective system adoption.
- Provide insights, reports, and documentation on system performance and improvements.
Key Responsibilities Vendor Support
- Oversee a high performing support function that delivers first contact resolution (FCR) across all vendor touchpoints.
- Ensure seamless onboarding, menu setup, working hours configuration, and ongoing vendor maintenance.
- Manage SLA compliance and explore opportunities to set new benchmarks.
- Deliver proactive support based on data shared by the performance team.
- Coordinate with logistics partners for device delivery, menu photoshoots, and troubleshooting.
- Provide multichannel support (chat, email, phone) with professional communication and high CSAT.
- Identify recurring issues and collaborate with internal teams to reduce escalations.
Qualifications Experience
- 10+ years in vendor/supplier operations, marketplace management, or logistics/e commerce, with 4+ years in senior leadership.
- Proven success in scaling vendor operations in high growth environments.
- Experience managing multi vertical ecosystems (food, grocery, retail, pharmacy).
- Fluency in both English and Arabic language.
Qualifications Skills & Attributes
- Strong analytical and data driven decision making skills.
- Process design and optimization mindset.
- Excellent cross functional collaboration and stakeholder influence.
- Inspirational leadership, capable of attracting and retaining top talent.
- Resilient, adaptable, and comfortable with high pace, ambiguous environments.
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