Delivery Hero (talabat)Principal, Strategy & Planning
Delivery Hero (talabat) is hiring a Principal, Strategy & Planning in Kuala Lumpur, Malaysia. Level rates it ; you can apply on Delivery Hero (talabat).
Level's read on this job
- Level rates this role Little AI ●○○○: aI is not part of the work.
- The posting mentions strategy, chief of staff and program management among its tools and skills.
- Level classes it as a lead role.
- Delivery Hero (talabat) has 896 other open roles on Level.
AI in this role
Lead strategy, planning, and cross-functional execution as Chief of Staff within CX and Service Operations.
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.
This position serves 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. The role drives complex cross-functional programs across departments like Product, Finance, and Vendor Ops, ensuring timely delivery and resolving critical operational blockers.
Key Responsibilities:
1. Strategy Development and Execution
a. Strategic Planning: Partner closely with the Senior Director and leadership team to shape the CX & Service Operations strategy, ensuring alignment with company priorities and financial targets.
b. Translation to Execution: Convert strategic priorities into clear roadmaps, initiatives, and OKRs across Service Operations.
c. Prioritization: Support trade-offs and decision making by bringing structure, data, and clear recommendations to leadership.
2. Chief of Staff and Governance
a. Operating Cadence: Own and run core governance forums, including MBRs, QBRs, leadership reviews, and All Hands.
b. OKR Management: Track progress against OKRs, ensuring clear ownership, visibility, and accountability across teams.
c. Executive Support: Act as a thought partner to the Senior Director, preparing materials, defining narratives, and ensuring alignment ahead of key decisions.
3. Cross-Functional Program Delivery
a. Project Leadership: Lead and drive highly complex, cross-functional initiatives across Product, Finance, Marketplace, Vendor Ops, and Support teams.
b. Execution Tracking: Ensure initiatives are delivered on time, with clear milestones, risks identified early, and mitigation plans in place.
c. Problem Solving: Act as the escalation point for key blockers, driving resolution across teams and senior stakeholders.
4. Performance Management and Insights
a. KPI Ownership: Track and analyse core operational metrics (CSAT, contact rate, cost per contact, cost to onboard, automation rate, etc.) to identify performance gaps and opportunities.
b. Insight Generation: Translate data into actionable insights and recommendations to improve both customer experience and cost efficiency.
c. Reporting: Deliver clear, concise updates to leadership on performance, risks, and progress against strategic priorities
Strategy and Execution Experience: 5+ years in strategy, operations, consulting, or program management roles, with a strong track record of driving execution in complex environments.
Structured Thinking: Strong ability to bring clarity and structure to ambiguous problems and translate strategy into action.
Stakeholder Management: Proven ability to influence senior stakeholders and work effectively across multiple functions and regions.
Analytical Skills: Comfortable working with data, defining metrics, and using insights to drive decisions.
Ownership Mindset: High level of accountability, with a bias for action and focus on outcomes.
Communication: Clear and concise communicator, able to distill complex topics into simple narratives for leadership.
Adaptability: Able to operate in a fast-paced environment with multiple competing priorities
Education: Bachelor’s degree in Business, Operations, or a related field.
How we rate this
Principal, Strategy & Planning at Delivery Hero (talabat) rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
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Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Questions you could be asked
- Tell me about a project where strategy was part of your work. What did you do?
- Tell me about a project where chief of staff was part of your work. What did you do?
- Tell me about a project where program management was part of your work. What did you do?
- Tell me about a project where cross functional leadership was part of your work. What did you do?
- Tell me about a project where okrs was part of your work. What did you do?
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- List these exact terms on your resume: Strategy, Chief Of Staff, Program Management, Cross Functional Leadership, and Okrs. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
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