Strategy & Operations Manager, Merchant Experience, Delivery - EMEA

Strategy & Operations Manager, Merchant Experience, Delivery - EMEA Department: Operations Team: Operations Location: Amsterdam, Netherlands Type: Full-Time **About the Role** As a key member of the EMEA Restaurant team, you will lead strategy and operations to help structurally reduce merchant-driven defects and elevate reliability standards at scale. You will own critical elements of the restaurant to courier meal handoff, driving measurable improvements in timeliness, order quality, and restaurant satisfaction. In close partnership with Product, Engineering and POS Integrations, you will scale high-impact innovations and deliver step-change operational improvements across the region. You will also explore monetization opportunities within our hardware ecosystem, balancing reliability with optimized cost discipline across EMEA. This includes partnering closely with Sales and Commercial teams to ensure hardware strategy for tablets and printers supports both performance and sustainable economics. **What You Will Do** 1. **Define** and operationalize the restaurant strategy to reduce restaurant-driven defects, improve reliability, and unlock tablets and printers monetization - building scalable frameworks, playbooks, and processes that enable consistent, high-quality execution across teams. 2. **Lead** structural improvements in timeliness and reliability by eliminating the most painful restaurant defects and embedding operational excellence as a core growth lever, translating experience gains into measurable restaurant and marketplace impact. 3. **Own** performance measurement by tracking KPIs (e.g. reliability, defects, courier/meal wait times), generating insights, translating them into action plans, and reporting outcomes to leadership. 4. **Drive** cross-functional execution across EMEA by partnering with Country Ops, Commercial, Product, Engineering, POS Integrations, and Logistics to streamline workflows, scale automation, and strengthen systems supporting merchant experience. 5. **Champion** the restaurant perspective by ensuring decisions prioritize seamless, transparent experiences that set merchants up f