Senior Program Manager - Rider Experience

About the role

foodpanda, part of the Delivery Hero Group, is looking for a Rider Experience Senior Program Manager in Kuala Lumpur. You will plan, execute and govern strategic initiatives that optimise rider experience and scale service delivery across 17 markets in APAC, Europe and Turkey. Reporting to the Head of Rider Experience in Service Operations, you will lead cross-functional program teams in a matrixed environment, using data analytics to evaluate rider service performance, remove delivery friction and drive cost efficiencies.

Key responsibilities

• Lead high-impact programs that improve operational efficiency, rider and customer experience and scalable growth, setting goals, milestones and success criteria for assigned POCs
• Manage timelines, risks and resources with cross-functional teams, using project management tools to track progress, escalate issues and report KPIs
• Act as a program-level leader for POCs from Service Ops, Experience teams and local markets, guiding stakeholders and supporting capability building
• Influence senior stakeholders and local markets to drive consensus and consistent program execution
• Track program success with data-driven metrics, prepare executive updates and recommendations, and run post-implementation reviews
• Benchmark practices across Delivery Hero regions to scale best practices or create new global models

Required profile

• 6+ years of experience in program management, operations or process optimisation, focused on rider, customer or vendor experience, service transformation or operational excellence
• Understanding of program management methodologies and tools, with hands-on delivery of complex projects
• Exposure to cross-functional teams, ideally in global or multi-market settings
• Familiarity with change management frameworks and experience applying program management standards and governance

Required skills

• Analyse large datasets with SQL, Excel, Python or similar
• Data visualisation with tools such as Tableau or Power BI
• Leveraging AI tools
• Strong problem-solving, communication and collaboration skills