About HungryPanda
Founded in Nottingham, U.K. in 2017, HungryPanda is a global food delivery platform focused on Asian cuisine and products. We now operate in more than 80 cities across 10 countries, partnering with over 80,000 riders and 100,000 merchants to serve more than 6 million users worldwide.
About the Role
HungryPanda is looking for a Delivery Operations Associate to improve delivery performance through data analysis and direct execution. The role focuses on reducing delivery costs, improving order fulfillment and delivery efficiency, maintaining a positive customer experience, and reducing delivery incidents and the proportion of orders requiring customer compensation.
You will resolve daily courier issues, carry out retention and reactivation initiatives, and develop, execute, and review operational improvement plans. This is an individual contributor role for someone who enjoys investigating problems, implementing solutions, and following through on results.
Key Responsibilities
Delivery Performance and Strategy Execution
Monitor delivery costs, fulfillment rates, delivery times, order exceptions, and compensation rates to identify performance gaps and improvement opportunities.
Develop and directly implement practical strategies to improve cost, efficiency, and service quality. Track results against objectives and adjust plans based on findings.
Investigate delayed, canceled, unsuccessful, and other abnormal deliveries. Resolve immediate issues and address recurring causes to improve reliability and reduce related compensation.
Courier Retention and Issue Resolution
Resolve day-to-day courier issues through effective communication, practical assistance, and timely follow-up.
Execute courier retention and reactivation initiatives, identify reasons for inactivity, and track return to delivery activity and continued engagement.
Implement courier incentive initiatives and review their effects on courier activity, retention, delivery performance, and costs.
Data Analysis and AI Tools
Use Excel and SQL to independently extract, clean, validate, and analyze operational data, identify underlying causes, and turn findings into actionable improvements.
Prepare performance summaries and document the results of operational initiatives to support regular reviews and ongoing process improvement.
Use AI tools and AI agents to assist with SQL, analysis, reporting, and routine work. Check outputs for accuracy and apply business judgment before using them.
Collaboration and Incident Response
Work with colleagues across departments to investigate and resolve operational issues, share relevant findings, and communicate support needs clearly.
Respond promptly to unexpected operational issues, prioritize actions, and seek appropriate support when needed to maintain stable delivery services.
Required Qualifications
Practical Excel skills and basic SQL proficiency, with the ability to independently retrieve, organize, clean, and analyze data.
Strong logical thinking and problem-solving skills, including the ability to identify underlying causes and turn findings into clear actions.
Strong execution and follow-through, with the ability to organize work, implement solutions, and review outcomes.
Fluency in Mandarin Chinese and English, with effective verbal and written communication skills for resolving courier issues and working with colleagues.
Adaptability, a strong sense of responsibility, and sound judgment under pressure, with a willingness to take on challenges and manage changing priorities.
A basic understanding of food delivery operations and a willingness to develop deeper knowledge of courier behavior, incentive programs, and delivery economics.
Ability to use AI tools to support daily work and critically assess the accuracy and usefulness of their outputs.
Preferred Qualifications
1–2 years or more of relevant experience in food delivery, last-mile logistics, operations, or business and data analysis.
An academic background…