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** 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. **What You Will Do** - **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. **Basic Qualifications** - Minimum 3 years of experience in Business Op