Suradis, Program Manager, Customer Experience at Foodpanda: Advize Career Interview

A Foodpanda Program Manager, Customer Experience, shares a fascinating career journey from a computer engineering degree and a capstone project involving 1000 simultaneous users to a leading role in a fast-paced, data-driven industry.

The interview reveals a progression through supply chain, data science, and consulting, culminating in a position focused on enhancing the online food ordering experience.

This role involves managing multiple projects concurrently, collaborating with cross-functional teams, and leveraging data to improve key metrics like Net Promoter Score. The biggest challenge?

Leading without direct authority, requiring strong relationship-building and communication skills. Success in this field hinges on data fluency, rapid iteration based on user needs, and a proactive approach to skill development.

Entry-level positions such as Customer Insight Analyst or Associate Project Manager are highlighted, underscoring the importance of finding a career path aligned with one's goals, even if it requires some early experimentation.

A key takeaway? Proactive skill development and a data-driven approach are essential for thriving in this exciting and dynamic industry.

Advizer Information

Name

Job Title

Company

Undergrad

Grad Programs

Majors

Industries

Job Functions

Traits

Suradis Seemakhupt

Program Manager, Customer Experience

Foodpanda

Chulalongkorn University; graduated in 2013.

No, but I am currently attending a full-time MBA program at UCLA.

Computer Science

Technology

Sales and Client Management

International Student, Honors Student, Scholarship Recipient

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Career Path Of A Program Manager Customer Experience At Foodpanda

Suradis's career path demonstrates a progression from a computer engineering degree and a capstone project creating an "online game handling about 1000 simultaneous users," to roles in supply chain and data science at a major packaging company, then IT and data analytics consulting for a Big Four firm. This ultimately led to their current position as a Program Manager in Customer Experience at Foodpanda, showcasing a deliberate shift toward B2C tech products and a consistent focus on improving efficiency and developing impactful tools.

Career Path Of A Program Manager Customer Experience At Foodpanda

Main Responsibilities of a Program Manager, Customer Experience at Foodpanda

Suradis, a Program Manager in Customer Experience at Foodpanda, focuses on improving "the ordering experience" through initiatives like streamlining customer support and enhancing the help center's navigation. Their work leverages data and feedback to boost key metrics such as Net Promoter Score (NPS), demonstrating a data-driven approach to improving customer satisfaction.

Main Responsibilities of a Program Manager, Customer Experience at Foodpanda

A Day In The Life Of A Customer Experience Program Manager At Foodpanda

A Program Manager at Foodpanda, Suradis, manages three to four projects concurrently, starting each by analyzing metrics to identify improvement areas. The role then involves collaborating with cross-functional teams, including product, engineering, data, and marketing, to execute improvement plans and track milestones.

A Day In The Life Of A Customer Experience Program Manager At Foodpanda

Most Important Skills For A Customer Experience Program Manager At Foodpanda

For a Program Manager in Customer Experience at Foodpanda, Suradis highlights the crucial need for "program or project management, collaboration, communication, data analytics, and time management," emphasizing the collaborative nature of the role, requiring work with "different relevant people from different teams." Data analysis skills are also vital for identifying "key problems" and developing solutions.

Most Important Skills For A Customer Experience Program Manager At Foodpanda

Favorite Parts of Being a Customer Experience Program Manager at Foodpanda

Suradis, a Program Manager at Foodpanda, finds the greatest satisfaction in "develop[ing] the relationship with people" across different departments, motivating them to collaboratively improve company initiatives. The "happiest part" is witnessing the positive impact of successfully delivered projects.

Favorite Parts of Being a Customer Experience Program Manager at Foodpanda

Biggest Challenges for a Program Manager Customer Experience at Foodpanda

Suradis, a Program Manager at Foodpanda, identifies "leadership without authority" as the biggest challenge in their role. This requires building relationships and trust with cross-functional stakeholders to convince them to collaborate on projects and deliver beneficial solutions for the company.

Biggest Challenges for a Program Manager Customer Experience at Foodpanda

Favorite Parts Of Working In The Food Delivery Industry As A Customer Experience Program Manager At Foodpanda

Suradis, a Program Manager at Foodpanda, enjoys the food delivery industry because as a frequent user of online food ordering platforms, their personal experience informs their work. This allows Suradis to identify and address product issues—like past search function shortcomings—directly impacting the user experience, which they highlighted as an example of an improvement they suggested to their team.

Favorite Parts Of Working In The Food Delivery Industry As A Customer Experience Program Manager At Foodpanda

What Type Of Person Thrives In The Food Delivery Industry, According To A Program Manager, Customer Experience At Foodpanda

To thrive in the online food ordering industry, a fast-paced environment and data fluency are crucial; the ability to "improve things rapidly based on user needs and compete with competitors," while leveraging data to understand problems and potential solutions, is key to success.

What Type Of Person Thrives In The Food Delivery Industry, According To A Program Manager, Customer Experience At Foodpanda

What a Customer Experience Program Manager at Foodpanda Wishes They Had Known Before Entering the Online Food Delivery Industry

Entering the online food ordering industry, Suradis, a Program Manager, Customer Experience at Foodpanda, learned the importance of "talking a lot with people and learning from data" to navigate the abundance of information and industry-specific jargon like "NPS," which initially felt overwhelming. This emphasis on communication and data analysis proved crucial for accelerating the learning curve and ultimately succeeding in projects.

What a Customer Experience Program Manager at Foodpanda Wishes They Had Known Before Entering the Online Food Delivery Industry

Entry-level positions for aspiring Associate Project Managers in Customer Experience at Foodpanda

Foodpanda's Suradis, a Program Manager in Customer Experience, suggests that entry-level roles include "Customer Insight analyst or specialists," which provide data analysis to inform program management decisions, and "associate project manager," a path Suradis personally followed after working as a consultant.

Entry-level positions for aspiring Associate Project Managers in Customer Experience at Foodpanda

Significant Career Lesson From A Customer Experience Program Manager At Foodpanda

Suradis's most significant career lesson is the importance of having "the goal in mind" to guide career choices, suggesting early career experimentation to find the right path, even if it involves "trial errors" and switching directions due to the lower opportunity cost of early career changes. This approach allows for finding "the right part that you can pursue."

Significant Career Lesson From A Customer Experience Program Manager At Foodpanda

College Experiences That Helped A Customer Experience Program Manager At Foodpanda Succeed

Suradis, a Program Manager in Customer Experience at Foodpanda, found their computer engineering undergraduate degree provided a foundation, but they proactively pursued "data mining and data science," taking relevant electives and online courses to enhance their skillset and become "more competitive in the career right after college." This proactive approach to skill development highlights the importance of aligning academic pursuits with career aspirations.

College Experiences That Helped A Customer Experience Program Manager At Foodpanda Succeed

Advizer Personal Links

https://www.linkedin.com/in/sseemakhupt