Product Manager - (Logistics, Service Support Experience)

Overview

As the world’s pioneering local delivery platform, our mission is to deliver an amazing experience, fast, easy, and to your door. We operate in over 70+ countries worldwide, powered by tech, designed by people. As one of Europe’s largest tech platforms, headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. We enable creative minds to deliver solutions that create impact within our ecosystem. We move fast, take action and adapt. No matter where you're from or what you believe in, we build, we deliver, we lead. We are Delivery Hero.

Job Description

We are on the lookout for a Product Manager - (Logistics, Service Support Experience) to join our Logistics Service team, where our mission is to increase loyalty through amazing service experiences.

In our Logistics Team, you’ll tackle high-impact challenges that make last-mile delivery efficient, affordable, and sustainable. Your work will directly improve experiences for riders, end customers, and merchants across the globe. Each enhancement you contribute will help Delivery Hero optimize delivery operations, supporting expansion into new areas like grocery and retail.

As a Product manager in our team, you will develop high-impact products that shape the future service experiences we offer to millions of customers, riders and vendors across Delivery Hero’s 70+ markets.

You will own the crucial first steps of our support experience. When customers, riders, or vendors reach out to our Help Center, they are often frustrated and looking for immediate answers. Your goal is to build a fast, intuitive, and comforting self-service journey that solves their problem right away or smoothly guides them to the right resolution.

You will lead the Help Center Home squad. Your team focuses on the knowledge base navigation, self-service flows, and deflection routing. While you guide users to quick resolutions today, you will also collaborate with our AI Agent squads to ensure deeper, seamless integration of AI capabilities into the support flow.

Responsibilities

• Own the initial support user journey. Create empathetic, effortless self-service experiences for all our users across the delivery ecosystem.
• Guide users to the right solutions. Build intuitive flows that solve problems directly or seamlessly redirect users to human agents when necessary.
• Drive product and business metrics. You will own and improve key squad KPIs, including Contact Rate, Self-Service Rate, Deflection Rate, and CSAT.
• Balance new features with technical health. Ruthlessly prioritize your roadmap to improve the user experience while maintaining system reliability (loading times, error rates, and uptime).
• Collaborate with AI Agent squads to drive deeper, seamless integration of AI capabilities into the user flow.
• Align and influence multiple stakeholders across the organization without direct authority.

Qualifications

• 4+ years of product management experience in a cross-functional setup with a proven history of delivering results.
• Deep understanding of user experience. You know how to design great user journeys and empathetic experiences for users in distress.
• Strong problem-solving skills. You can independently identify friction points in the user journey and execute solutions in close collaboration with designers and engineers. Master of work prioritization, with a strong grasp of technical trade-offs and opportunity costs.
• Data-driven mindset. You rely on data to make decisions and hold yourself accountable for driving specific user, product, and business metrics. Track record of measurably improving key metrics for existing products and successfully launching innovative new ones.
• Exceptional interpersonal skills. You use strong written and verbal communication to influence partners effectively and Fluent in english
• Nice to haves:

• Experience working on Service tooling (Help Center, chatbots, Agent CRM, etc.).
• Experience working with AI/ML-driven products and features.
• Proficiency in SQL, BigQuery, Firebase/Google Analytics, or Data Studio.
• Background in Computer Science, Mathematics, Engineering, Business Management, or Economics.

Additional Information

• Ensuring you and all our Heroes are looked after, happy, and healthy is always on the menu. Because if you’re in good shape, then we’re in good shape.
• Make the most of our hybrid working model and join the team for face-to-face connection and collaboration in our beautiful Berlin campus 2 days a week
• We offer 27 days holiday with an extra day on 2nd and 3rd year of service
• We will support you in developing yourself and your career growth opportunities: 1.000 € Educational Budget, Language Courses, Parental Support and access to the Udemy Business platform to explore a variety of online courses.
• Get moving and release those wonderful, mind-boosting endorphins: Health Checkups, Meditation, Gym & Bicycle Subsidy
• Cash. Dough. Cheddar. Whatever you call it, we’ll help you with it: Employee Share Purchase Plan, Sabbatical Bank, Public Transportation Ticket Discount, Life & Accident Insurance, Corporate Pension Plan
• The power of getting together over some food is unrivaled. Here are a few ways to help you do that. All the yum: Digital Meal Vouchers, Food Vouchers, Corporate Discounts. Courses.
• Wondering what relocating to Berlin is like? In this article, we’ve put together 10 things you should know about moving to Berlin and how Delivery Hero can support you. You can also visit our relocation hub and check out more information about moving to Berlin.
• Ready to prepare for your interview? Check out the list of the 5 most common interview questions and answers created in collaboration with our recruiters.

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 not only an exciting product, but also an amazing customer and employee experience. Fostering this starts with hiring - therefore we do not discriminate on the basis of racial identities, religious beliefs, color, national origin, gender identities or expressions, sexual orientations, age, marital or disability statuses, or any other aspect that makes you, you.

We encourage you to let us know if you need any accommodations or specific accessibility support to ensure a smooth interview experience—just let us know with an email to our Inclusion Officer at it in your application.

Severely disabled applicants with equal qualifications will be given preferential consideration.

You're welcome to share your pronouns (he/she/they) right from the start so we can address you respectfully from our first contact.