Manager, Rider Performance & Compliance

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.

Do you love food and convenience put together? Then you would definitely love foodpanda!

foodpanda is the leading, on-demand food delivery company in Pakistan, bringing thousands of your best loved restaurants online into your home or office - fast! We’re all about bringing on the smartest folks as we continue to grow with an “all hands on deck” environment and hire those who can thrive in a start-up culture.

We’re looking for a highly-driven and motivated Manager, Rider Performance & Compliance for our team in Pakistan. If you are looking for a place where you can gain hands-on exposure and have a direct impact, then this may be the place for you!

The ideal candidate will have a track record as a significant individual contributor – comfortable working independently, whilst working closely with the management team. This role will be based in Pakistan and will report to the Regional Manager, Supply.

Location: Islamabad, Karachi or Lahore  

Rider Fraud and Compliance:

• Lead the execution of rider compliance strategies specific to the Pakistan market.
• Develop and enforce rules to minimize fraud and reduce rider cancellation costs.
• Ensure compliance processes align with a seamless customer and rider experience.

Rider Satisfaction and Retention:

• Implement initiatives to improve rider satisfaction and engagement in Pakistan.
• Develop structured communication and loyalty programs to lower rider churn and extend rider tenure.
• Support strategies to reduce rider acquisition costs through enhanced engagement.

Operational Efficiency and Incident Management:

• Identify and implement process improvements to minimize rider incidents.
• Collaborate with product and operations teams to introduce automation and optimize workflows.

Collaboration and Process Optimization:

• Work with internal stakeholders, including customer experience and vendor management teams, to streamline rider-related processes.
• Align operational processes with the company’s goals for cost reduction and service improvement.

Performance Monitoring and Insights:

• Track key performance indicators (KPIs) related to rider quality, compliance, and satisfaction.
• Provide actionable insights and reports to drive continuous improvement in rider operations.

• 3–4 years of experience in quality assurance, compliance, or operations, preferably in logistics, field workforce, or rider management.
• Experience with advance excel and SQL is required. 
• Familiarity with fraud prevention techniques and compliance processes.
• Strong understanding of customer engagement and retention strategies within the local market.
• Ability to collaborate with cross-functional teams and manage operational projects.
• Analytical mindset with experience in tracking and reporting performance metrics.
• Excellent communication and problem-solving skills.

• We are fast, like mind boggling fast! So if you’re someone who loves ever changing goals and loves optimization, you’re the right fit for us!
• We love people who can develop things from scratch, own them and then work on improving them
• We love what we do, and we don’t rest until we’ve achieved our targets. So if you’re also someone who is driven until the dream is achieved, come join us!