Director of Vendor Operations

Hungerstation is part of the Delivery Hero Group, the world's pioneering local delivery platform. We are seeking a visionary, high-bar leader to build and scale Hungerstation's Vendor Operations function. The Director of Vendor Operations will own the entire vendor lifecycle — onboarding, compliance, performance management, quality, experience, and support — across restaurants, groceries, convenience stores, pharmacies, and other verticals. Key Responsibilities: Vendor Performance: Drive the overall vendor operations strategy, cascading Hungerstation's business goals into actionable vendor performance initiatives. Lead cross-functional collaboration with local and global teams to improve vendor experience, customer satisfaction, and rider efficiency. Establish benchmarks and KPIs such as reliability, availability, order timing, and seamless experience metrics. Analyze data, spot trends, and generate actionable insights to optimize vendor performance & platform growth. Vendor Quality & Experience: Own the delivery of premium vendor experiences across all operational touchpoints. Manage service levels, NPS, CSAT, and vendor satisfaction metrics. Build and maintain the knowledge base and SOPs. Conduct regular audits, RCAs, and calibration sessions to drive quality improvements. Design quality scorecards, surveys, and feedback tools. Vendor Systems: Lead the technical backbone of vendor operations, managing configurations, integrations, zoning, pricing, and marketing systems. Own and enhance vendor portals, self-service platforms, and transmission devices. Partner with local/global product teams to influence system design and rollout. Vendor Support: Oversee a high-performing support function that delivers first-contact resolution across all vendor touchpoints. Ensure seamless onboarding, menu setup, working hours configuration. Manage SLA compliance and provide multichannel support.