Specialist, Product Operations - (Logistics, Service)

Overview

Specialist, Product Operations - (Logistics, Service) at Delivery Hero. Join the Service product line to help deliver amazing experiences in last-mile delivery. Work closely with product, analytics, and data science teams to optimize tools and processes, improving value for riders, end customers, and merchants worldwide.

Responsibilities

• You monitor, analyze, and optimize key performance indicators (e.g., AHT, SOP adherence, resolution rate, tool adoption) across regions to ensure agent-facing tools drive efficiency, productivity, and quality at scale.
• You drive end-to-end performance improvement initiatives by identifying usage gaps, conducting root cause analyses, and implementing actions that boost agent productivity and tool ROI.
• You enable data-driven decision making through structured reporting, executive-ready insights, and dashboards that track progress toward business goals and highlight improvement areas.
• You act as the operational owner of Agent CRM and GenAI tools, ensuring optimal utilization by setting best practices, leading initiatives, and aligning across markets and teams.
• You serve as the central point of contact and subject matter expert for operational teams leveraging Agent CRM and GenAI, addressing blockers, consolidating feedback, and enabling global alignment.
• You collaborate with cross-functional teams—Product, Operations, Training, Quality, and Data Analytics—to evolve tools based on front-line feedback and business priorities.
• You continuously assess and enhance SOPs, training materials, and workflows to ensure scalable, consistent, and impactful tool usage across markets.
• You propose innovative, data-backed ideas to improve tooling and processes, ensuring fast, coordinated execution and follow-through.
• You measure impact and effectiveness of tool and process improvements through pre/post analyses and continuous feedback loops.

Qualifications

• 2-4 years of relevant experience (not counting internships) in a consulting or tech company, in roles such as product operations, contact center operations, or operations excellence
• Bachelor’s degree in a quantitative subject (e.g., mathematics, engineering, business administration)
• Strong analytical and problem-solving skills with ability to derive insights from complex data
• Self-driven, communicative, independent, and pragmatic in handling business challenges
• Proactive, curious, and motivated by shaping product and business strategy in a high-stakes environment
• Proficiency in Excel, Google Sheets, and data visualization tools (e.g., Looker, Tableau, Power BI)
• Excellent English communication skills, both written and spoken

Additional Information

• Hybrid working model with two days per week on-site at our Berlin campus
• 27 days holiday with an extra day at 2nd and 3rd year of service
• Educational budget of 1,000 €, language courses, parental support, and Udemy Business access for online courses
• Health and wellness benefits including health checkups, meditation, gym and bicycle subsidy
• Employee benefits: share purchase plan, sabbatical bank, public transportation discounts, life and accident insurance, corporate pension plan
• Digital meal vouchers, food vouchers, and corporate discounts

Ready to join our team? If you’re excited to grow, collaborate, and be part of the world’s leading delivery platform, we’d love to hear from you. Apply today!

We believe diversity and inclusion are key to creating an exciting product and a great customer and employee experience. We do not discriminate on race, religion, color, national origin, gender identities or expressions, sexual orientations, age, marital status, or disability status. If you need accommodations or accessibility support, please indicate this in your application. You may share your pronouns (he/she/they) from the start so we can address you respectfully.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Marketing and Product Management

Industries: Software Development and IT Services and IT Consulting

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