{"id":2319338,"url":"https://alion.io/job/delivery-hero-rider-experience-senior-program-manager","title":"Rider Experience Senior Program Manager","company":{"id":3502,"name":"Delivery Hero","domain":"deliveryhero.com","url":"https://alion.io/company/delivery-hero","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":135,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":26,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":13500,"max_usd":30000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":5330},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Power BI","optional":false},{"name":"Python","optional":false},{"name":"SQL","optional":false},{"name":"Tableau","optional":false}],"status":"live","first_seen_at":"2026-10-12T02:47:57Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-13T16:35:33Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience-fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.\n Job Ref ID: JR0087488\nRole Overview\nAs a Rider Experience Program Manager, you will plan, execute, and govern strategic initiatives aimed at optimizing rider experience and scaling service delivery across 17 markets in APAC, Europe, and Turkey.\nReporting to the Head of Rider Experience in Service Operations organization, you will lead cross-functional program teams in a matrixed environment, leveraging data analytics to evaluate rider service performance, eliminate delivery friction, drive cost efficiencies while designing journeys to ensure the best in class rider support experience.\nThis position requires a strong background in structured program management, stakeholder influence, change governance, and advanced analytical capabilities to deliver sustainable operational and experience improvements across diverse geographic regions.\nResponsibilities\nProgram Management\nLead high-impact programs that drive operational efficiency, rider experience, customer experience, and scalable growth by planning, executing, monitoring, and ensuring timely and high-quality delivery.\nDevelop clear program goals, milestones, and success criteria for assigned POCs, ensuring alignment with broader business strategy.\nCollaborate with cross-functional teams to manage timelines, risks, and resources, ensuring program objectives are met on time and within budget.\nUse project management tools to track progress, escalate issues, and report on key KPIs to leadership and stakeholders.\nPrioritise workstreams, coordinate dependencies, and provide guidance, feedback, and course correction throughout the project lifecycle.\nMonitor feedback from stakeholders and team members to adjust plans and ensure continuous progress throughout the change journey. Implement new initiatives to meet and go beyond defined goals.\nProject-Based Leadership & Team Enablement\nOperate in a matrix environment, translating strategy into execution while leading cross-functional teams through influence rather than formal hierarchy.\nAct as a program-level leader for assigned POCs from Service Ops and Experience teams, local markets, or functional teams for the duration of initiatives.\nProvide guidance and support to stakeholders, helping them navigate complex projects and achieve functional and organisational goals.\nAssist in tracking progress and performance to ensure successful delivery of initiatives.\nProvide structured input and feedback on POC performance within the context of the project, in collaboration with line managers.\nContribute to capability building and best practice sharing across the Rider Experience & Logistics community.\nStakeholder Management & Influence\nEffectively influence senior stakeholders and drive consensus without direct authority. Work closely with senior leaders to ensure alignment and foster a collaborative culture of continuous improvement.\nSupport and challenge local markets to ensure consistent program execution while remaining pragmatic about local realities.\nPlay a key role in cross-functional programs as a POC of the Rider Experience & Service Ops organisation.\nPerformance Tracking, Governance & Reporting\nTrack the success of rider experience initiatives and programs using data-driven metrics and analytics.\nReport on program performance, identify improvement opportunities, and ensure KPIs align with business objectives.\nDefine robust tracking mechanisms to monitor progress and measure program impact.\nPrepare executive-ready updates, data-backed recommendations, and decision documents for leadership.\nProactively identify potential risks and develop mitigation strategies.\nContribute to post-implementation reviews and lessons learned.\nBenchmark practices across Delivery Hero regions to scale best practices or establish new global models. \n 6+ years of experience in program management, operations, or process optimisation, with a focus on experience (customer, rider, vendor), service transformation, or operational excellence.\nStrong understanding of program management methodologies and tools, with hands-on experience delivering complex projects.\nExposure to managing cross-functional teams and initiatives, ideally in global or multi-market environments.\nFamiliarity with change management frameworks and tools.\nExperience in developing and applying program management standards and governance.\nAnalytical & Technical Skills\nProven ability to analyse data and use insights to drive decision-making and process improvement. Experience analysing large datasets using tools such as SQL, Excel, Python, or similar.\nExperience using data visualisation tools (e.g. Tableau, Power BI) to report on performance and identify trends.\nExperience in leveraging AI tools.\nCore Competencies\nStrong problem-solving and analytical skills.\nExcellent communication skills with the ability to engage stakeholders at all levels.\nDemonstrated ability to work collaboratively to achieve shared goals.","description_format":"text","description_chars":5297,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Malaysia","iso":"MY","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Delivery","Marketplaces","Online Groceries"],"lifecycle":[{"event":"open","at":"2026-10-12T05:46:06Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":1,"expected_fill_days":26,"reasons":["conf:1","stale_co","win:early","comp:brand"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/delivery-hero-rider-experience-senior-program-manager","json_url":"https://alion.io/job/delivery-hero-rider-experience-senior-program-manager.json","meta":{"generated_at":"2026-10-13T17:25:44Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26648,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3502},"rest":"https://alion.io/mcp/rest/get_company?id=3502"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdelivery-hero-rider-experience-senior-program-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdelivery-hero-rider-experience-senior-program-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdelivery-hero-rider-experience-senior-program-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/delivery-hero-rider-experience-senior-program-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdelivery-hero-rider-experience-senior-program-manager"}]}