Principal, Global Service Strategy & Ops

Company Description

As 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, powered by tech, designed by people. As one of Europe’s largest tech platforms, 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. We push hard, learn quickly and stay human along the way. It’s this wonderful mix of high performance and real community that makes Delivery Hero a place where ambition and belonging grow side by side. If you’re curious, collaborative and ready to dive deep into meaningful work, you’ll fit right in.

Job Description

This is a global role in Delivery Hero's Global Service Operations team, working with colleagues across our international markets.

Global Service Operations is a newly formed function that brings customer, rider and vendor service across Delivery Hero's brands under one roof. We are championing innovative service delivery models and scalable digital solutions as part of a large-scale transformation journey.

We are looking for a structured, analytically strong Principal, Strategy & Ops to partner closely with Global Service Operations leadership. You will help set the operating rhythm, turn strategy into roadmaps and OKRs, drive the most important cross-functional initiatives, and make sure leadership forums end in decisions and follow-through. Depending on your background, your focus may be a specific area of the organization or priorities across the function.

If you bring consulting-grade problem solving, whether from a consulting firm or an in-house strategy team, and want to own real outcomes rather than recommend them, this role puts you in the room where operational strategy is decided across around 65 countries, combining daily senior leadership exposure with a front-row seat to transformation that sets you up for future leadership

Key Responsibilities:

• Governance & operating cadence: Design and run governance, including monthly and quarterly business reviews, leadership reviews and escalation paths. Track decisions, actions and handovers across global and local teams.

• Strategic planning & alignment: Work with senior leadership  to shape strategy and translate it into actionable roadmaps. Align priorities with Product, Finance and local markets.

• OKR management & performance tracking: Run the end-to-end OKR process, from setting and alignment to tracking and quarterly reviews. Establish baselines and the right measures so performance is comparable across markets.

• Performance management & insights: Build the fact base on volume, cost, quality and speed. Identify the largest savings and improvement opportunities, run root-cause analysis and track action plans to measurable impact.

• Strategic project delivery: Lead complex cross-functional initiatives from problem definition to implementation, managing milestones, dependencies, risks and adoption across global and local teams.

• Executive communications: Write the strategy papers, decision proposals and presentations for executive and Board-level forums.

Qualifications

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• 5+ years of professional experience (excluding internships) in consulting, strategy or operations roles, ideally including at least 2 years in a top-tier strategy or management consulting firm. Strong candidates from in-house strategy, transformation or Chief of Staff teams at fast-paced tech or operations-heavy companies will also be considered, as will operators with 5+ years leading service, contact-centre, BPO or vendor operations at multi-market scale, with clear strategy or transformation scope.

• Hands-on operations exposure, either in an in-house role (e.g., strategy & ops, business operations, chief of staff) or through implementation-heavy consulting work alongside operating teams.

• Proven track record of structuring ambiguous, high-level problems and turning them into clear roadmaps, governance and follow-through.

• Strong analytical skills, including building operational baselines, cost and business-case models, and validating savings.

• Experience mapping complex processes, clarifying organizational interfaces and establishing governance across multiple functions or markets.

• Executive presence and proven ability to influence senior leaders across culturally diverse, international teams.

• Excellent written communication: concise decision papers and presentations that make priorities, trade-offs and required actions clear.

• Fluent English; additional languages are a plus.

Nice to have:

• Experience in customer service, contact centre or BPO operations.

• Exposure to AI or automation programmes in an operational setting.

• Experience in tech, e-commerce or on-demand / delivery businesses.

• SQL, BigQuery or similar data-querying skills.

Additional Information

Ensuring you and all our Heroes are looked after, happy, and healthy is always on the menu. Because if you’re in good shape, then we’re in good shape.

• Make the most of our hybrid working model and join the team for face-to-face connection and collaboration in our beautiful Berlin campus 2 days a week

• We offer 27 days holiday with an extra day on 2nd and 3rd year of service

• We will support you in developing yourself and your career growth opportunities: 1.000 € Educational Budget, Language Courses, Parental Support and access to the Udemy Business platform to explore a variety of online courses.

• Get moving and release those wonderful, mind-boosting endorphins: Health Checkups, Meditation & Gym. 

• Cash. Dough. Cheddar. Whatever you call it, we’ll help you with it: Employee Share Purchase Plan, Sabbatical Bank,  Public Transportation Ticket Discount, Life & Accident Insurance, Corporate Pension Plan

• The power of getting together over some food is unrivaled. Here are a few ways to help you do that. All the yum: Digital Meal Vouchers and Food Vouchers. 

• Wondering what relocating to Berlin is like? In this article, we’ve put together 10 things you should know about moving to Berlin  and how Delivery Hero can support you. You can also visit our relocation hub and check out more information about moving to Berlin.

• Ready to prepare for your interview? Check out the list of the 5 most common interview questions and answers created in collaboration with our recruiters.

Heads up: exact benefits may look a little different for intern, working student, fixed-term, and part-time roles.

Ready to join our team? If you’re excited to grow, collaborate and be part of the world’s leading delivery platform, we’d love to hear from you. Apply today!

We believe diversity and inclusion are key to creating not only an exciting product, but also an amazing customer and employee experience. Fostering this starts with hiring - therefore we do not discriminate on the basis of racial identities, religious beliefs, color, national origin, gender identities or expressions, sexual orientations, age, marital or disability statuses, or any other aspect that makes you, you.

We encourage you to let us know if you need any accommodations or specific accessibility support to ensure a smooth interview experience—just let us know with an email to our Inclusion Officer at inclusion@deliveryhero.com.

You're welcome to share your pronouns (he/she/they) right from the start so we can address you respectfully from our first contact.