Job Summary
The Director of Marketplace Experience Taiwan is a critical leadership role dedicated to optimizing the end-to-end experience for vendors, customers, and riders in the Taiwan market. This individual will lead a team of 30+ marketplace experience managers and operational teams, spearheading transformation initiatives to reduce friction and enhance support. You will play a pivotal role in balancing local Taiwan requirements with central regional strategies, shaping operational improvements that align with Pandora's global business goals.
Major Responsibilities:
Strategic Matrix Leadership
- Local-to-Regional Bridge: Act as the primary liaison between Taiwan operations and regional leadership to ensure global strategies are localized effectively.
- Stakeholder Management: Foster trust with local stakeholders and regional senior leaders to align operational improvements with broader business goals.
- Strategic Translation: Translate regional marketplace product roadmaps into executable plans tailored to the unique Taiwan vendor and customer landscape
End-to-End Vendor & Marketplace Operations
- Lifecycle Ownership: Own the complete vendor operations lifecycle, ensuring seamless integration and performance across the Taiwan marketplace.
- Onboarding & Incubation: Ensure all vendor onboarding and incubation operational targets meet high standards of quality, implementing course corrections as needed.
- Friction Reduction: Design and streamline touchpoints to reduce friction for vendors, directly impacting their success and satisfaction.
Support Experience & CX Innovation
- Multi-Stakeholder Focus: Optimize the experience for vendors, customers, and riders, ensuring a frictionless delivery chain.
- Support Strategy: Own the entire support experience, from design to execution, including footprint and channel strategy.
- Roadmap Prioritization: Prioritize a roadmap for experience enhancements, executing them in a structured, data-driven manner.
- Voice of the Customer: Champion the Voice of the Customer to influence policies that meet both local Taiwan and regional needs
Accountability for Metrics & KPIs
- Service Operations: Maintain full accountability for contact rate, cost per contact, and automation rates.
- Performance Monitoring: Drive line-of-business performance and all customer satisfaction-related KPIs (NPS/CSAT).
- Operational Rigor: Use data visualization and analytics to monitor complex KPIs and drive data-driven decision-making
Team Management (30+)
- Direct People Leadership: Manage, mentor, and develop a large-scale team of marketplace managers and operational ground teams.
- Performance Excellence: Ensure all ground-level teams consistently meet or exceed productivity benchmarks and output goals.
- Quality Assurance: Maintain a rigorous focus on right quality standards, implementing real-time training and course corrections.
- Resource Optimization: Strategically align team efforts with local Taiwan requirements and regional needs to ensure efficient resource allocation
Requirements:
Experienced Leader: 10+ years of experience in high-growth tech, e-commerce, or Q-commerce (Quick Commerce) environments.
Matrix Organization Proficiency: Proven ability to navigate a matrixed organization, juggling local requirements with central strategies.
Analytical Rigor: Data-driven innovator skilled at managing complex KPIs and holding a high bar for quality.
Operational Excellence: Experience managing large teams (30+) and a track record of driving meaningful change through cross-functional collaboration.
Thrives in Speed: Comfortable in a fast-paced environment with the ability to lead transformative support strategies
About Delivery Hero
Delivery Hero is the world's leading local delivery platform, operating its service in around 70 countries across Asia, Europe, Latin America, the Middle East and Africa. The Company started as a food delivery service in 2011 and today runs its own delivery platform on four continents. Additionally, Delivery Hero is pioneering quick commerce, the next generation of e-commerce, aiming to bring groceries and household goods to customers in under one hour and often in 20 to 30 minutes.
