Head of Quick Commerce for CX & Service Operations
Core
Define and lead the roadmap for launching Quick Commerce (QC) specific programs into service operations, driving regional strategies to improve customer experience metrics and operational efficiencies.
Role type
Senior leadership (Head of) for Quick Commerce service operations and customer experience
Builds
QC service ecosystem, regional service programs, and marketplace experience strategy
Domain
Food delivery / Quick Commerce / Customer Experience
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Strategic program management, performance management, shop onboarding oversight, stakeholder engagement, cross-functional collaboration, team leadership and mentorship, resource prioritization, data-driven decision making, marketplace model knowledge, process improvement, multi-country team management
Preferred skills
Experience influencing senior leadership, talent development across multiple countries
Technologies
N/A
Responsibilities
Define and lead the roadmap for launching QC specific programs into service operations; Own and monitor critical service and customer experience metrics at the regional level; Oversee the performance and efficiency of shop onboarding processes and content management; Serve as the primary point of contact for QC senior regional stakeholders; Lead and mentor a team of direct reports owning specific components of the QC service ecosystem; Champion the needs of QC stakeholders in regional strategy discussions to influence product design and policy decisions; Develop strategic plans for resource allocation prioritizing high-impact initiatives
Seniority
Senior, hands-on IC with strategic leadership scope