Product Manager (Logistics, Service Support Experience)

Berlin - Germany

Monthly Salary: Not Disclosed

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

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 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.

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 Heros 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.

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 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.
Wondering what relocating to Berlin is like In this article weve 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 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 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.

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 :

Employment Type :

Full-time

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 youll tackle high-impact challenges that make last-mile delivery efficient affor...

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 Heros 70 markets.

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 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.
Wondering what relocating to Berlin is like In this article weve 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 youre excited to grow collaborate and be part of the worlds leading delivery platform wed love to hear from you. Apply today!

Remote Work :

Employment Type :

Full-time

Key Skills

MAC
Active Directory
Service Support
End user
Access Points
trouble tickets
OS
Linux
Project Management
Service Management
Service Quality
Setup
Service Desk
hardware
Software Applications

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About Company

Delivery Hero

As the worlds leading 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 but driven by people. As one of Europes largest tech platforms, we enable ambitious talent to del ... View more

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