Delivery Hero
Internet
VendorOperationsTeamLead
Neural analysis suggests this role is
optimal for mid candidates.
“Vendor Operations Team Lead at Delivery Hero. Skills: People Leadership, Operational Excellence, Stakeholder Management, Process Management, Cross-functional Coordination, Vendor/Stakeholder Management, Operational Metrics, Resource Planning, Continuous Improvement. Oversee a team of 10+ Onboarding Agents. Drive the end-to-end onboarding, incubation, and re-engagement processes for Restaurant and Shop partners”
What You'll Achieve.
Ensure partners are set up for long-term success; Continuously optimizing internal workflows; Meet and exceed KPIs; Track KPI trends; Analyze operational data; Build daily/weekly/monthly dashboards for senior leadership
Industry & Context.
analytical skills with the ability to work on a large data set to identify trends
What They're Looking For.
Must Have
2 - 3 years of experience in contact center environment, at least 1 year of experience as a senior agent or assistant manager or team supervisor, fluent in speaking/reading/writing in English and German
Nice to Have
Intermediate knowledge of Google Suite or Microsoft tools, Intermediate knowledge of CRM tools, analytical skills with the ability to work on a large data set to identify trends, Ability to coordinate and synchronize team efforts to achieve common goals, Fast learner and able to adapt quickly to constant changes in operational processes and requirements, Excellent communication and interpersonal skills
What You'll Do.
Oversee a team of 10+ Onboarding Agents
Drive the end-to-end onboarding
and re-engagement processes for Restaurant and Shop partners
and develop a team of 10+ onboarding agents to meet and exceed KPIs
Conduct daily huddles
regular 1-on-1 coaching sessions
and formal performance reviews
Act as the first point of contact for agents
providing real-time guidance to resolve complex queries and blockers
Oversee operational scheduling
and overtime planning
Handle team misconduct cases and performance improvement plans
Oversee the end-to-end partner journey
Monitor and manage case queues strictly
Proactively identify process gaps and collaborate with local teams to implement swift
permanent rectifications
Maintain and update internal reference sheets and standard operating procedures (SOPs)
Consolidate agent feedback regarding technical bugs or tool inefficiencies and collaborate with product/tech teams for resolution
How You'll Work.
Team & Collaboration
Collaborate with local teams to implement swift, permanent rectifications; Collaborate with product/tech teams for resolution; Partner with local country teams and other departments to resolve cross-functional bottlenecks and streamline operations; Prepare for and participate in regular country performance review calls with key local stakeholders
Communication Scope
Excellent communication and interpersonal skills
Process & Methodology
Support senior management in executing new operational strategies, change initiatives, and pilot projects
Full Job Description
foodora is part of the Delivery Hero Group, which is the world's pioneering delivery platform. Our mission is to provide a fantastic ordering experience – fast, simple, and right to the door. We operate in more than 70 countries worldwide. The Delivery Hero Group is headquartered in Berlin, Germany, has been listed on the Frankfurt Stock Exchange since 2017, and is part of the MDAX stock index. We are looking for a dynamic and results-driven Team Lead to oversee a team of 10+ Onboarding Agents. In this role, you will drive the end-to-end onboarding, incubation, and re-engagement processes for our Restaurant and Shop partners. You will balance people leadership, operational excellence, and stakeholder management to ensure our partners are set up for long-term success while continuously optimizing our internal workflows. People Leadership & Development * Lead and Mentor: Manage, motivate, and develop a team of 10+ onboarding agents to meet and exceed KPIs. * Performance Management: Conduct daily huddles, regular 1-on-1 coaching sessions, and formal performance reviews (including probationary evaluations). * Floor Support: Act as the first point of contact for agents, providing real-time guidance to resolve complex queries and blockers. * Team Administration: Oversee operational scheduling, leave approvals, and overtime planning using internal tracking tools. * HR Compliance: Handle team misconduct cases and performance improvement plans professionally and objectively. Operational Excellence & Partner Success * Funnel Management: Oversee the end-to-end partner journey, including initial onboarding, vendor incubation, and dormant account re-engagement. * Queue Optimization: Monitor and manage case queues strictly, balancing high-speed execution with top-tier quality control. * Process Improvement: Proactively identify process gaps and collaborate with local teams to implement swift, permanent rectifications. * Knowledge Management: Maintain and update internal reference
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