Program Manager, Operational Excellence

Job description

Company 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. Job Description 1. Fraud Program Strategy & Execution Program Ownership: Lead the planning, execution, and monitoring of high-impact fraud programs, ensuring alignment between local and regional execution and global fraud strategies. Operational Transformation: Drive the implementation of new fraud detection models/initiatives, ensuring seamless integration and implementation across diverse markets. Lifecycle Management: Manage program timelines, risks, and resources using project management tools to ensure all fraud initiatives are delivered. 2. Risk Oversight & Performance Analytics Data-Driven Governance: Define, track, and report on fraud-related KPIs. Use data insights to monitor the success of prevention initiatives, identify systemic vulnerabilities, and strategise fraud-prevention actions. Optimisation & Automation: Partner with Data and Product teams to design dashboards and enhance automation, reducing manual intervention while minimising false positives for an improved customer experience. Strategic Reviews: Lead post-implementation reviews and "lessons learned" to integrate insights into future fraud prevention product roadmaps and predictive capabilities. 3. Strategic Influence & Cross-Functional Partnership Fraud SME: Serve as the senior subject matter expert for fraud operations, providing guidance to cross-functional teams on navigating complex fraud risks and project milestones. Stakeholder management: Act as the primary fraud representative for Product, Finance, Legal, and Marketing, translating technical fraud insights into actionable business recommendations for leadership. Design-to-Launch Integration: Collaborate with product teams to embed fraud prevention into the rollout of new features and digital tools from the design and discovery phase onward. 4. Change Management & Operational Integrity Change Advocacy: Lead change management processes to ensure smooth transitions as new fraud tools, methods, and policies are adopted across the organization. Policy & Compliance: Establish and enforce governance frameworks that ensure fraud operations remain compliant with audit, security, and regulatory standards. Global Alignment: Engage stakeholders across different regions to drive buy-in and ensure organizational alignment on new fraud mitigation processes. Qualifications Experience: more than 2 years in fraud operations, risk management, process improvement or analytics in a high transaction-volume environment (e-commerce, on-demand logistics, fintech, payments). Strategic Thinking: Demonstrated ability to design and implement scalable fraud prevention frameworks. Strong mastery of program management frameworks and change management tools to drive organisational shifts. Strong problem-solving skills, with the ability to approach challenges strategically and creatively, and a hands-on operational mindset with a willingness to perform immediate risk mitigation. Strong understanding of data analysis and fraud detection logic; proficiency in SQL or BigQuery is a plus. Excellent communication skills, with the ability to engage and align stakeholders at all levels. Demonstrated ability to work collaboratively with Product, Data, and Engineering teams. to achieve common goals. Additional Information