Director, Commercial Operations & Strategy

About the Role

We are seeking a strategic and execution-driven Director, Commercial Operations & Strategy to lead the transformation of our commercial workflows and drive scalable growth across all Pandora countries.

This role will sit at the intersection of operations, technology, and commercial strategy, ensuring our commercial teams are empowered with efficient tools, robust processes, and AI-driven insights that eliminate manual work and unlock value.

This is a regional leadership role responsible for designing and driving programs to be adopted across multiple markets. The role requires strong stakeholder management to secure local buy-in, ensure effective adoption, and balance regional consistency with local flexibility - including tailoring initiatives to fit specific market needs where appropriate.

Team Vision

• Empower Commercial Teams: Build strong foundations and automate repetitive tasks, allowing teams to focus on delivering value and growing partner relationships.
• Champion Innovation & AI: Lead our automation, AI, and efficiency initiatives across the commercial organization—redefining how we work and serve our partners.
• Drive Ecosystem Health: Implement strategies that challenge the status quo, optimize the vendor lifecycle, and foster the healthiest merchant ecosystem.

Your Impact (Responsibilities)

• Commercial Operations Leadership: Manage our commercial operations (long tail account management, telesales) teams across all Pandora countries directly, across our local teams, center of excellence & outsourced partners.
• Process Excellence: Build robust & strong SOPs and processes to ensure operational efficiency, consistency, and scalability across the organization.
• Vendor Health Strategy: Manage our vendor health strategy, defining and operationalizing how to keep the healthiest merchant ecosystem from acquisition to retention.
• AI Transformation: Lead commercial operations AI transformation, driving the adoption of intelligent automation tools (e.g., predictive analytics, intelligent workflows) to enhance productivity and decision-making.
• Cross-Functional Project Management: Own and deliver strategic projects that impact commercial performance, collaborating closely with Product, Tech, Data, and local markets.
• Performance & ROI Monitoring: Define KPIs to measure the impact of operational improvements and AI initiatives, using data to continuously refine processes.
• Change Management: Act as a key change agent, ensuring the successful adoption of new tools, strategies, and processes across regions and distributed teams.

Experience: 10–12 years of experience in commercial operations, strategy, business process automation, or a similar role — ideally within high-growth tech, e-commerce, or marketplaces.

Domain Expertise: Deep understanding of sales/account management processes, telesales, vendor health lifecycle, operational processes, metrics, and workflows.

Tech & AI Fluency: Familiarity with AI integration, modern commercial tech stacks (e.g., Salesforce, Looker), and a track record of leading automation/transformation programs.

Leadership: Proven leadership experience, with the ability to influence and inspire across functions and directly manage large distributed operational teams.

Skills & Mindset: Highly analytical, data-driven, excellent stakeholder management, entrepreneurial mindset, bias for action, and ability to thrive in ambiguity.

Why Delivery Hero

At Pandora, you’ll be part of a high-growth, high-impact team leading the food delivery ecosystem across Europe, Asia, and Turkey. As part of the Delivery Hero family, we offer global career development, a diverse and dynamic environment, and the opportunity to shape the future of local commerce on a truly international scale.

• Build at global scale and shape the future of local delivery and Q-Commerce
• Impact millions of customers, thousands of riders, and hundreds of thousands of partners
• Ownership & autonomy in a high-growth, data-driven environment
• Competitive compensation package including equity, relocation support, visa sponsorship, flexible work, and a diverse, inclusive culture

Delivery Hero is committed to creating an inclusive workplace. All qualified applicants will receive consideration for employment regardless of gender, age, disability, sexual orientation, race, religion or national origin.