Specialist, Product Operations - (Logistics, Service)
Specialist, Product Operations - (Logistics, Service)
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Job Description
We are on the lookout for a Specialist Product Operations - (Logistics Service) to join the Service product line on our journey to always deliver amazing experiences.
In our Logistics Team youll 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.
Our Service Product line is responsible for all customer vendor and rider support-related products including our in-house agent-facing tools for customer issue resolution. Within the Product line you will be responsible for the performance of our products and work very closely with our product analytics and data science teams and different entities across the globe to optimize them in order to maximize the value (both cost and top-line) to the business.
In our team youll 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 operations.
You monitor analyze and optimize key performance indicators (e.g. AHT SOP adherence resolution rate tool adoption) across regions to ensure agent-facing tools are driving efficiency productivity and quality at scale.
You drive end-to-end performance improvement initiatives by identifying usage gaps conducting root cause analyses and implementing targeted 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 ensuring alignment across all markets and teams.
You serve as the central point of contact and subject matter expert for operational teams leveraging Agent CRM and GenAI proactively addressing blockers consolidating feedback and enabling global alignment.
You collaborate closely with cross-functional teamsProduct Operations Training Quality and Data Analyticsto shape tool evolution based on front-line feedback and business priorities.
You continuously assess and enhance SOPs training material and workflows to ensure scalable consistent and impactful tool usage across markets.
You challenge the status quo by bringing innovative data-backed proposals for improving both tooling and process and ensure fast coordinated execution and follow-through.
You measure impact and effectiveness of tool and process improvements through pre/post analysis and continuous feedback loops.
Qualifications :
- You have 2-4 years of relevant experience (not counting internships) in a consulting or tech company working in functions like product operations contact center operations or operations excellence
You have at least a Bachelors degree in a quantitative subject - e.g. mathematics engineering business administration
You have very strong analytical and problem-solving skills with the ability to draw insights from complex data sets
You are self-driven and communicative independent and pragmatic in handling business challenges
You are proactive intellectually curious and motivated by shaping product and business strategy in a high-stakes environment
You have strong analytical skills; proficiency in Excel Google Sheets and/or data visualization tools (e.g. Looker Tableau Power BI)
You have excellent English communication skills both written and spoken
Additional Information :
Ensuring you and all our Heroes are looked after happy and healthy is always on the menu. Because if youre in good shape then were 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 well 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.
Ready to join our team If youre excited to grow collaborate and be part of the worlds leading delivery platform wed 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 experiencejust include it in your application. Youre welcome to share your pronouns (he/she/they) right from the start so we can address you respectfully from our first contact.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
