Total 2 job vacancies by Delivery Hero

Job Description

The Head of Vendor Education will lead the strategy and execution of Pandora’s global Vendor Education program, managing a team across EU & Turkey and APAC. This role is responsible for defining the vision, frameworks, and scalable solutions that drive vendor performance through targeted education initiatives.

The position focuses on building a data-driven education ecosystem: defining vendor cohorts, delivering relevant and localized content, and measuring the impact of education on key business metrics. The Head of Vendor Education will work cross-functionally with Local Markets, Product, COE and Cross-Functional teams to ensure education is embedded as a core lever for vendor performance and long-term growth.

Main responsibilities

• Define Vendor Education Strategy & Vision:
  Own and drive the global Vendor Education strategy, establishing a clear vision, roadmap, and priorities aligned with Pandora’s commercial and operational goals.

• Vendor Segmentation & Targeting:
  Define and continuously refine vendor cohorts based on performance metrics, lifecycle stage, and strategic priorities to ensure tailored and impactful education interventions.

• Content Strategy & Development:
  Oversee the creation and localization of high-quality educational content, ensuring it is relevant, scalable, and aligned with market-specific needs across regions.

• Engagement & Adoption:
  Design and implement engagement strategies to maximize vendor participation and completion of training programs, leveraging multiple channels and formats to drive adoption.

• Performance Tracking & Impact Measurement:
  Establish frameworks to track the effectiveness of education initiatives, linking training completion and engagement to measurable business outcomes (e.g., performance uplift, quality improvements).

• Team Leadership & Development:
  Manage and develop a distributed team across EU & Turkey and APAC, fostering a high-performance culture and ensuring strong alignment on priorities and execution.

• Cross-functional Collaboration:
  Partner with Commercial, Product, Vendor Operations, and regional teams to align on priorities, integrate education into vendor lifecycle processes, and ensure consistency across markets.

• Scalability & Continuous Improvement:
  Build scalable processes, tools, and governance models for Vendor Education, incorporating feedback loops and data insights to continuously refine content and delivery approaches.

• Stakeholder Engagement & Governance:
  Act as the central point of contact for Vendor Education across global and regional stakeholders, establishing clear governance frameworks, decision-making processes, and communication cadences. Ensure alignment on priorities, drive accountability across teams, and maintain structured feedback loops to continuously refine education strategy and execution in line with business objectives.

We are seeking a Team Supervisor, Vendor Education to support the Assistant Manager to manage and lead a team of frontline employees supporting our riders/vendors/partners/customer. While supporting the Assistant Manager in administrative aspects of team management, the Team Supervisor will oversee and monitor the performance of the team, and contribute to the objectives of the Company by ensuring high quality support is provided to our riders/vendors/partners/customers.

WHAT YOU WILL OWN:

• Assist coordinator on the floor by answering their questions.

• Process agent related activities such as scheduling, leave approvals and overtime planning in the internal trackers.

• Handle misconduct cases with the support of Employee and Labour Relations team.

• Update internal reference sheet(s) for any changes in SOP/information/process etc.

• Ensure smooth onboarding and assimilation of new coordinators.

• Work with relevant teams for smooth offboarding of resigning coordinators.

• Conduct daily huddles with coordinators.

• Support the Line Manager for monthly and quarterly performance reviews of confirmed coordinators and confirmation reviews of probationary coordinators.

• Collect feedback from agents on current technical issues and communicate with the relevant team to find solutions.

• Guide and train new hires or tenured coordinators on the existing SOPs, processes and procedures.

• Monitor the case queue and trigger cases as necessary in accordance with established processes.

• Support management with the execution of operational strategies, improvement efforts and other projects as assigned.

• Liaise with other departments and stakeholders to ensure cohesive operations and timely resolution of cross-functional issues.

• Work collaboratively with relevant stakeholders to address the issues faced by the corrdinators.

• Track KPI data and trends to regularly update senior management with performance insights and recommendations for improvement opportunities.

• Prepare daily/ weekly/ monthly reports and dashboards present to senior management.

• Support Senior Management to execute new initiatives

• Demonstrates strong knowledge in providing coaching that highlights areas for improvement and recognizes what was done well with the coordinator involved.