Company Description

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 Description

Key Responsibilities:

• Draft, negotiate, and manage contracts with BPO partners, ensuring clarity on terms, including SLAs, penalties, bonuses, and compliance requirements.  You are responsible for maintaining a global consistency of all clauses and contract standards so our stakeholders have a single, unified service experience

• Analyze and approve pricing models for outsourced services, balancing cost efficiency with financial objectives.  Ensure agent and service profiles meet competency/ technology requirements for the Line of Business and local markets

• Develop and implement frameworks to evaluate BPO performance against contractual KPIs, pricing, account management, and innovation.  Driving accountability and foster continuous improvement.

• Act as a liaison between internal teams and global BPO vendors to ensure seamless communication and alignment on goals, expectations, and service quality.  These expectations are to be translated to the BPO account teams to drive strategic engagement and tactically to the contracts to ensure our services match the business needs

• Manage high level partner relationships as a global single point of contact.  Ensure correct partner staffing in key account and operational roles, especially where specified in the contracts.  Ensure Pandora and the BPO keep a cadence of executive level SBR’s and manage the content and talking points of these events.

• Accountability for  global invoicing and payment to the partners.  Ensure proper forecasting is translated to active, funded Purchase Orders and Partner have both invoiced and been paid accordingly

Job Requirements:

• Minimum 7 years of proven experience managing outsourced service providers (BPOs), with proven expertise in vendor management and contract creation, change control, negotiations and ongoing ownership.

• Minimum 2 years of proven experience with account management as the point of contact for contract engagement, helping to manage the commercial and operational communications with external providers

• Strong understanding of SLA frameworks, including penalties, bonuses, and performance metrics, and the ability to manage contracts effectively.

• Proficient in analyzing pricing models in global markets and projecting financial impacts

• Excellent communication and negotiation abilities, with the capacity to influence internal stakeholders and external partners.

• Knowledge of customer service operations, including KPI management and performance tracking, with the ability to drive service improvements through contractual terms

• Strong risk mitigation skills, with experience resolving escalations and ensuring adherence to service quality standards.