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Strategy & Operations Manager, Merchant Experience, Delivery - EMEA

Netherlands, Amsterdam · Job Posted March 04, 2026

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Job Description

Working in EMEA Merchant Experience means solving hard problems at the intersection of the digital and physical worlds. This isn’t a role for someone looking for a polished playbook; it’s for someone who wants to help write it. You’ll be responsible for the "messy" reality of order handoffs where performance, merchant behavior, and technology collide. The pace is fast and the stakes are high. You will lead the strategy to reduce merchant-driven defects and elevate reliability standards across a diverse and complex region. This requires a mindset of ownership and grit. You will navigate ambiguity, manage hardware monetization, and make smart decisions with imperfect information. If you are energized by high-stakes challenges and motivated by making a tangible impact on millions of merchants and couriers, this is where you’ll grow.

Job Responsibility

  • Build and navigate the merchant experience strategy to structurally reduce defects and improve platform reliability across EMEA
  • Unblock complex operational challenges by developing scalable frameworks and playbooks where none currently exist
  • Lead cross-functional efforts with Product and Merchant Tech to scale high-impact innovations, moving the needle on order quality and food wait times
  • Own the performance narrative, using SQL and data to translate marketplace "noise" into actionable insights and concrete action plans for leadership
  • Navigate the tension between reliability and cost discipline, exploring monetization opportunities within our hardware ecosystem
  • Champion the merchant voice in a fast-moving environment, influencing stakeholders without authority to ensure business decisions prioritize long-term partner success
  • Scale automation and streamline workflows across Country Operations and Logistics, managing the trade-offs between speed and operational excellence

Requirements

  • Minimum 3 years of experience in Business Operations, Management Consulting, or Investment Banking
  • Proficiency in SQL and spreadsheet-based quantitative analysis
  • Experience structuring ambiguous problems into concrete, actionable business plans
  • Experience creating Go-To-Market (GTM) materials or operational playbooks

Nice to have

  • Systems Thinking: Familiarity with merchant tooling ecosystems (POS, aggregators) and in-store technology
  • Grit and Resilience: Experience managing hardware logistics or monetization in a high-pressure B2B2C environment
  • Cross-functional Leadership: Proven ability to stay calm under pressure and drive alignment across competing priorities (Sales, Product, and Ops)

What we offer

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits

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