Job Description
The Head, Rider Quality will oversee compliance strategies, fraud prevention, and rider satisfaction initiatives across 17 markets for our foodora, foodpanda and yemeksepeti brands. The role will ensure reduced rider churn and acquisition costs through engagement strategies while enhancing overall rider experience. This position requires strong leadership, cross-functional collaboration, and expertise in compliance and process optimization.
Main responsibilities:
* Rider Fraud and Compliance: Lead the rider compliance strategy across 17 markets, guiding the team responsible for creating, maintaining, and executing rider compliance rules. Focus on reducing rider fraud and cancellation costs while ensuring a seamless customer experience.
* Rider Satisfaction and Churn: Enhance and improve rider satisfaction to reduce rider churn and improve rider tenure and engagement. Develop structured strategies for rider communication, loyalty, and engagement to lower the cost of acquiring new riders.
* Rider Incidents Reduction: Reduce rider incidents by introducing automations, improving processes, and collaborating with product teams to ensure efficiency.
* Product Ownership: Generate and prioritize feature requests for rider-facing products, ensuring alignment between product roadmaps and business objectives.
* Cross-Functional Collaboration: Work with other business units and stakeholders, including customer experience, vendor experience, and service teams, to streamline rider-related processes that align with Pandora's key goals—cost reduction, enhanced customer experience, and business growth.
Qualifications
* Minimum 10 years of proven leadership experience in compliance, logistics, or operations management, ideally with a focus on rider, logistics, or field workforce management.
* Demonstrated ability of operational costs management through process improvements, automation, and compliance initiatives.
* Strong understanding of customer experience, rider engagement strategies, and retention methods.
* Expertise in collaborating with cross-functional teams and managing multiple stakeholders to achieve business objectives.
* Proficiency in data analysis, risk management, and developing strategies for fraud prevention and compliance.
* Excellent communication and leadership skills with a track record of managing and mentoring high-performing teams.
Additional Information
We believe diversity and inclusion are key to creating not only an exciting product, but also an amazing customer and employee experience. Fostering this starts with hiring - therefore we do not discriminate on the basis of racial identities, religious beliefs, color, national origin, gender identities or expressions, sexual orientations, age, marital or disability statuses, or any other aspect that makes you, you. We encourage you to let us know if you need any accommodations or specific accessibility support to ensure a smooth interview experience—just include it in your application. You're welcome to share your pronouns (he/she/they) right from the start so we can address you respectfully from our first contact.