Delivery Operations Manager

关于熊猫外卖 | About HungryPanda

熊猫外卖（HungryPanda）是全球领先的海外本地生活平台，总部位于英国伦敦。自2016年成立以来，业务已横跨四大洲，深度覆盖英国、美国、澳大利亚、新西兰、加拿大、法国、意大利等多个国家的60余座核心城市，累计服务数百万海外华人及亚洲美食爱好者。我们致力于通过前沿的即时配送技术与数字化餐饮供应链，赋能海外中餐生态，搭建全球美食文化桥梁。

HungryPanda is the world’s leading overseas local-life services platform, headquartered in London, UK. Since its inception in 2016, HungryPanda has expanded across four continents, operating in 60+ major cities throughout the UK, US, Australia, New Zealand, Canada, France, and Italy, serving millions of registered users. We are dedicated to connecting food enthusiasts with authentic Asian flavors through cutting-edge on-demand delivery solutions and digital restaurant supply chain infrastructure, empowering global culinary businesses.

职位使命 | Role Mission

作为 配送运营经理（Delivery Operations Manager） ，你将全面掌控所在区域的即时履约生态与运力生命周期。该岗位不仅关注日常配送效率，更需凭借商业敏锐度与数据洞察力，平衡履约体验（SLA）、运力规模与单位经济效益（Unit Economics），驱动区域物流网络的高效稳定运转。

As a Delivery Operations Manager , you will take full ownership of the end-to-end on-demand fulfillment ecosystem and driver lifecycle in the assigned market. This role goes beyond day-to-day dispatch operations: you will leverage business acumen and data analytics to optimize customer fulfillment SLAs, rider fleet scalability, and unit economics—driving operational excellence across the local logistics network.

核心职责 | Key Responsibilities

1. 运力建设与生命周期运营 | Fleet Management & Rider Lifecycle

- 运力全生命周期闭环 ：统筹规划区域骑手招募、入职培训、合规准入、在岗运营及留存机制，打造健康稳定的自建与三方运力池。

Drive end-to-end driver lifecycle management—from targeted recruitment, streamlined onboarding, and compliance vetting to retention strategies, ensuring a scalable and resilient fleet capacity.
- 关怀与激励体系搭建 ：设计并持续迭代精细化的骑手梯队与阶梯激励机制，优化高峰期出勤率与人效，强化骑手社区认同与平台黏性。

Design and iterate competitive incentive schemes, tiered earning structures, and driver engagement programs to maximize peak-hour turnout and lower churn rates.

2. 履约体系与效能优化 | Delivery SLA & Operational Excellence

- 端到端流程管控 ：实时监控区域派单、接单、取餐、配送全链路指标，保障履约率（Fulfillment Rate）与准时率（On-Time Delivery Rate）。

Monitor and manage the real-time fulfillment pipeline (order-to-dispatch-to-doorstep), safeguarding exceptional on-time delivery rates and overall fulfillment reliability.
- 应急响应与合规安全 ：制定并推行突发天气、运力短缺及突发事故的应急预案（SOP）；严格落实当地劳动法规与EHS（环境、健康与安全）合规标准。

Establish robust SOPs for emergency contingencies (e.g., severe weather, capacity shortages, road incidents); uphold local labor regulations and strict Environmental, Health, and Safety (EHS) compliance standards.

3. 数据驱动与成本管控 | Data Analytics & Cost Optimization

- 精细化经营核算 ：对区域单均配送成本（CPD）、每小时产出（CPH）及平台运营费用（P&L）负责，在降本增效与服务体验间实现动态平衡。

Take ownership of unit economics, driving down Cost-Per-Delivery (CPD) and enhancing deliveries per hour (CPH) while maintaining an optimal balance between unit profitability and service quality.
- 指标复盘与决策支持 ：通过数据建模与日常指标看板复盘业务瓶颈，为区域运营策略调整与平台算法迭代提供有力的数据支持。

Analyze core operational metrics, build performance dashboards, and translate business intelligence into actionable improvements for dispatch algorithms and regional strategies.

4. 跨职能协同与业务赋能 | Cross-Functional Strategic Collaboration

- 与商务拓展（BD）、用户增长（Marketing）及客户服务（CS）团队保持高度联动，前置对齐营销活动峰值运力，协同解决履约客诉痛点，全面提升商户与终端用户满意度（CSAT/NPS）。

Collaborate cross-functionally with BD, Marketing, and Customer Support to forecast peak demand during campaigns, proactively eliminate fulfillment pain points, and elevate end-to-end CSAT/NPS.

任职要求 | Qualifications & Requirements

- 行业背景 ：本科及以上学历，具备 2-4年 即时配送（On-Demand Delivery）、即时电商、网约车平台或智慧物流领域的运营与管理经验。

Bachelor’s degree or equivalent practical experience; 2–4+ years of hands-on operations management experience in on-demand delivery, quick commerce, ride-hailing, or last-mile logistics.
- 数据与分析思维 ：具备出色的逻辑思维与数据敏感度，熟练掌握 Excel/Google Sheets（掌握 SQL 或 Tableau 等 BI 分析工具者优先考虑），善于通过数据定位根因并驱动业务决策。

Strong analytical mindset with proven ability to manipulate operational data (proficiency in Excel/Google Sheets required; exposure to SQL, Tableau, or BI tools is a strong plus); capable of diagnosing root causes through data.
- 危机处理与项目执行 ：具备优秀的应急应变能力与抗压能力，在快节奏、不确定的环境下能够果断决策并稳妥推进复杂项目落地。

Demonstrated problem-solving agility and composure under high-pressure scenarios; capable of leading crisis management and executing complex operational initiatives decisively.
- 沟通协作能力 ：具备极强的同理心与人际交往能力，既能与基层骑手团队顺畅沟通，亦能与跨部门管理团队高效对话。

Exceptional stakeholder management and interpersonal skills, equally comfortable connecting with grassroots delivery couriers and aligning with cross-functional leadership.
- 语言能力 ：中文与英文双语流利（听说读写均可作为日常工作语言）。

Bilingual fluency in both English and Mandarin (professional working proficiency in oral and written communication is essential).

为什么选择加入我们 | What We Offer

- 全球化发展平台 ：身处高速增长的跨国即时生活服务平台，直面全球多文化市场的管理挑战与广阔的职涯上升空间。

Fast-track career advancement within a rapidly expanding global tech company operating across multiple tier-one international markets.
- 高度授权的工作氛围 ：包容开放的企业文化，扁平化管理，鼓励创新实验，赋予你主导并改变本地即时物流格局的自主权。

An entrepreneurial, flat-hierarchy work environment where your ideas matter and you are empowered to make direct, tangible business impacts.
- 竞争力的薪酬福利 ：提供具备市场竞争力的薪资架构、绩效奖金及完善的法定与平台特色福利。

A highly competitive compensation package, performance incentives, and comprehensive benefits.