Delivery Hero
Internet
Strategy&PlanningManager
“Strategy & Planning Manager at Delivery Hero. Skills: Strategy Development and Execution, Chief of Staff and Governance, Cross-Functional Program Delivery, Performance Management and Insights. Shape the CX & Service Operations strategy, ensuring alignment with company priorities and financial targets.. Convert strategic priorities into clear roadmaps, initiatives, and OKRs across Service Operations.”
What You'll Achieve.
Ensuring alignment with company priorities and financial targets.; Ensuring clear ownership, visibility, and accountability across teams.; Ensuring initiatives are delivered on time.; Identify performance gaps and opportunities.; Improve both customer experience and cost efficiency.; Deliver clear, concise updates to leadership on performance, risks, and progress against strategic priorities.
Industry & Context.
Ability to bring clarity and structure to ambiguous problems; Problem Solving
What They're Looking For.
Must Have
5+ years in strategy, operations, consulting, or program management roles, with a track record of driving execution in complex environments., Structured Thinking: ability to bring clarity and structure to ambiguous problems and translate strategy into action., Stakeholder Management: Proven ability to influence senior stakeholders and work effectively across multiple functions and regions., Analytical Skills: Comfortable working with data, defining metrics, and using insights to drive decisions., Ownership Mindset: High level of accountability, with a bias for action and focus on outcomes., Communication: Clear and concise communicator, able to distill complex topics into simple narratives for leadership., Adaptability: Able to operate in a fast-paced environment with multiple competing priorities.
What You'll Do.
Shape the CX & Service Operations strategy
ensuring alignment with company priorities and financial targets.
Convert strategic priorities into clear roadmaps
and OKRs across Service Operations.
Support trade-offs and decision making by bringing structure
and clear recommendations to leadership.
Own and run core governance forums
Track progress against OKRs
ensuring clear ownership
and accountability across teams.
Act as a thought partner to the Senior Director
and ensuring alignment ahead of key decisions.
Lead and drive highly complex
cross-functional initiatives across Product
Ensure initiatives are delivered on time
with clear milestones
risks identified early
and mitigation plans in place.
Act as the escalation point for key blockers
driving resolution across teams and senior stakeholders.
Track and analyse core operational metrics (CSAT
etc. ) to identify performance gaps and opportunities.
Translate data into actionable insights and recommendations to improve both customer experience and cost efficiency.
concise updates to leadership on performance
and progress against strategic priorities.
How You'll Work.
Team & Collaboration
Partner closely with the Senior Director and leadership team to shape the CX & Service Operations strategy.; Work effectively across multiple functions and regions.; Drive highly complex, cross-functional initiatives across Product, Finance, Marketplace, Vendor Ops, and Support teams.; Driving resolution across teams and senior stakeholders.
Communication Scope
Clear and concise communicator; Able to distill complex topics into simple narratives for leadership
Process & Methodology
Program Management, Project Leadership, Execution Tracking, Milestone Management, Risk Management, Mitigation Planning
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