Principal, Strategy & Planning

About the role

foodpanda, part of the Delivery Hero Group, is hiring a Principal, Strategy & Planning in Kuala Lumpur. The role acts as a strategic lead and Chief of Staff within CX & Service Operations, partnering with executive leadership to shape long-term strategy, set OKRs and run core operational governance. It drives complex cross-functional programs across departments such as Product, Finance and Vendor Ops, ensuring timely delivery and resolving critical operational blockers.

Key responsibilities

• Shape the CX & Service Operations strategy with the Senior Director and leadership, aligning it with company priorities and financial targets, and turn priorities into roadmaps, initiatives and OKRs.
• Support trade-off decisions with data-backed recommendations.
• Own governance forums (MBRs, QBRs, leadership reviews, All Hands), track OKR progress and act as a thought partner to the Senior Director.
• Lead complex cross-functional initiatives across Product, Finance, Marketplace, Vendor Ops and Support, tracking milestones, risks and mitigations.
• Act as escalation point for key blockers and resolve them across teams and senior stakeholders.
• Track and analyse core metrics (CSAT, contact rate, cost per contact, cost to onboard, automation rate) and report performance, risks and progress to leadership.

Required profile

• 5+ years in strategy, operations, consulting or program management roles with a strong track record of execution in complex environments.
• Bachelor's degree in Business, Operations or a related field.
• Proven ability to influence senior stakeholders and work across functions and regions.
• Able to operate in a fast-paced environment with competing priorities.

Required skills

• Structured thinking: turning ambiguous problems into clear actions.
• Analytical skills: working with data, defining metrics and deriving insights.
• Clear communication: distilling complex topics into simple narratives for leadership.
• Ownership mindset with a bias for action and focus on outcomes.