Manager, Process & Automation

About the Position

Manager, Process & Automation

Kuala Lumpur, Malaysia

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 around 65 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.

Turn strategy into scalable, low-cost execution by designing workflows, SOPs and AI-driven vendor journeys.

Responsibilities

• Design, maintain, and own SOPs across Longtail post-graduation vendors
• Build and manage vendor handover and quality gates (Incubation → Growth)
• Design AI and tool-based workflows for vendor management and zombie recovery
• Translate commercial and analytics strategy into executable workflows
• Eliminate manual work and reduce cost-to-serve
• Ensure process consistency across 16 markets and hubs
• Build governance framework (controls, escalation matrices, audit loops)

Requirements

• 5–8+ years in operations excellence, process design, or automation
• Experience working with CRM, ticketing systems, and AI workflows
• Strong execution and problem-solving mindset
• Experience building automation using CRM workflows, AI copilots, or internal scripting
• Comfort working with data teams to build automation triggers

Success Metrics

• Reduction in manual work and handling time
• Process adoption and compliance
• Improvement in vendor experience and activation speed
• Cost-to-serve improvements
• % automation of key workflows