Head, Country Fleet Health

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.

The Head / Lead, Country Fleet Health is responsible for managing the overall health, efficiency, and scalability of the rider fleet across Pakistan. This role plays a critical part in ensuring supply availability aligns with demand growth, while maintaining high standards of rider performance, compliance, and experience.

The role requires a strong balance of strategic planning and operational execution, with a focus on optimizing the end-to-end rider lifecycle—from recruitment to retention and performance management.

 

1. Rider Lifecycle Management

• Recruitment Strategy & Execution

• Design and execute data-driven rider recruitment strategies to meet fleet size targets aligned with order demand

• Optimize acquisition channels, conversion funnels, and cost efficiency

• Continuously monitor market dynamics and competitor benchmarks to stay ahead in supply acquisition

• Onboarding & Training

• Oversee onboarding processes to ensure riders are fully equipped, compliant, and operationally ready

• Standardize training frameworks to drive consistency in rider performance and service quality

• Ensure strong first-week experience to improve early-stage retention

• Performance Management & Compliance

• Implement and localize central performance frameworks, including KPIs, SLAs, and productivity benchmarks

• Monitor rider performance and take corrective actions to maintain a high-performing fleet

• Enforce compliance standards, policies, and safety protocols across the rider base

 

2. Operational Support & Rider Experience

• Rider Support

• Establish and manage effective rider support mechanisms outside active shifts

• Act as an escalation point for operational issues and ensure timely resolution

• Continuously improve rider experience through structured feedback loops and engagement initiatives

• Rider Payroll & Payout Accuracy

• Oversee the preparation and validation of rider payroll files

• Ensure timely, accurate, and transparent payouts

• Partner with finance and product teams to improve payout systems and reduce discrepancies

 

3. Fleet Health & Optimization

• Drive key fleet health metrics including activation, utilization, retention, and reactivation

• Identify gaps in supply-demand balance and proactively deploy interventions (incentives, reactivation campaigns, etc.)

• Lead initiatives to improve rider engagement, loyalty, and long-term retention

• Analyze operational data to identify inefficiencies and implement scalable solutions

 

4. Stakeholder Management & Leadership

• Collaborate with regional and central teams to align on global fleet strategies and local execution

• Work closely with Product, Finance, and Operations teams to drive continuous improvements

• Lead and develop local fleet teams to ensure strong execution and accountability

• 6–10+ years of experience in operations, logistics, marketplace, or gig economy businesses

• Proven track record of managing large-scale operations or supply-side platforms

• Strong analytical mindset with experience in data-driven decision-making

• Experience in rider/driver operations, fleet management, or last-mile logistics is highly preferred

• Strong leadership and stakeholder management skills

• Ability to operate in a fast-paced, high-growth environment

What Success Looks Like

• Optimal fleet size aligned with demand across all cities

• Improved rider retention and reduced churn

• High compliance and performance standards across the fleet

• Seamless rider experience with minimal operational friction

• Accurate and timely rider payouts