[Hiring] Principal, Global Vendor Service @Delivery Hero

Role Description

This is a global role based in LATAM, Europe, or MENA. While you’ll be based locally, you’ll be part of the Global Service Operations team, working alongside colleagues across Delivery Hero’s international markets and reporting to the Global Service Experience team.

We are on the lookout for a Global Vendor Service Experience Principal to join the team on our journey to always deliver amazing experiences. Global Vendor Service is a new team. We own how our six entities (talabat, Glovo, Pandora, PedidosYa, eFood and HungerStation) support their vendors: the policies, the processes, the Help Center and the self-service that decide what happens when a vendor has a problem.

As a Principal, you are one of the first and most senior people in the team. You will not wait for the structure. You will reach out to the entities, pick the vendor problems that matter most, and drive them to a fix, while working closely with our Product teams to get the changes built. You will own these problems end to end, from the first insight to the rollout and the impact. As the team grows, you will help shape how it is built and what it owns.

Key Responsibilities

• Create value fast. Pick the vendor problems that matter most and drive them to a fix, without waiting for a full team or a perfect plan.
• Work across Product. Partner with the different Global Service Product and platform teams to turn vendor pain into changes that ship.
• Reach the entities. Build direct relationships across all six entities so you hear vendor problems early and can act on them.
• Own problems end to end. Take a vendor problem from the first insight through root cause, solution and rollout, and stay on it until it lands.
• Find the root cause. Get to why vendors contact us (cancellations, disputes, payouts, menu and content, fraud) so the fixes hold.
• Design the fix. Build the support processes and policies that give vendors the same experience across entities, and help standardise the Core 80.
• Reduce contacts. Improve the vendor Help Center, self-service and AI agent so fewer problems need a person.
• Scale what works. Turn good fixes into playbooks and standards other entities can adopt.

Qualifications

• Proven experience in operations, CX, strategy, consulting or an analytical role, ideally at a senior or principal level.
• A bias to action. You would rather ship a fix than write a plan about it.
• Strong at building relationships. You reach out across entities and teams on your own and get people moving.
• Good at navigating Product. You can work with several product teams and push things forward without owning them.
• Strong with data. You can pull it, read it, and find the real cause of a problem.
• Comfortable end to end. You can take a problem from insight through to a solution that ships and holds.
• Happy without structure. You work well in a new team with no playbook and do the work yourself.
• A clear communicator. You can make a complex problem simple for a busy leader and influence without direct authority.

Benefits

• As this is a global role, your benefits are provided by the local Delivery Hero entity and reflect what's standard for employees based in that market.
• Benefits vary by entity and are set according to local policy and market practice.

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 let us know with an email to our Inclusion Officer.

Severely disabled applicants with equal qualifications will be given preferential consideration.

You're welcome to share your pronouns (he/she/they) right from the start so we can address you respectfully from our first contact.