Delivery Hero
Logistics
ProductManager-(Logistics,ServiceSupportExperience)
Neural analysis suggests this role is
optimal for mid candidates.
“Product Manager - (Logistics, Service Support Experience) at Delivery Hero. Skills: Product Management, Logistics, Service Support Experience, User Experience, Problem Solving, Data-driven Decision Making. Own the initial support user journey.. Create empathetic, effortless self-service experiences for all our users across the delivery ecosystem.”
What You'll Achieve.
Increase loyalty through amazing service experiences.; Make last-mile delivery efficient, affordable, and sustainable.; Optimize delivery operations.; Improve experiences for riders, end customers, and merchants.; Own and improve key squad KPIs, including Contact Rate, Self-Service Rate, Deflection Rate, and CSAT.; Improve the user experience while maintaining system reliability (loading times, error rates, and uptime).
Industry & Context.
Independently identify friction points in the user journey and execute solutions.; Grasp of technical trade-offs and opportunity costs.
What They're Looking For.
Must Have
4+ years of product management experience in a cross-functional setup with a proven history of delivering results., Deep understanding of user experience., problem-solving skills., Data-driven mindset., Fluent in english
Nice to Have
Experience working on Service tooling (Help Center, chatbots, Agent CRM, etc. ), Experience working with AI/ML-driven products, Proficiency in SQL, BigQuery, Firebase/Google Analytics, or Data Studio, Background in Computer Science, Mathematics, Engineering, Business Management, or Economics
What You'll Do.
Own the initial support user journey.
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.
Balance new features with technical health.
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
How You'll Work.
Team & Collaboration
Collaborate with designers and engineers.; Collaborate with AI Agent squads.; Align and influence multiple stakeholders across the organization without direct authority.
Communication Scope
Exceptional interpersonal skills.; Written and verbal communication to influence partners effectively.
Process & Methodology
Work prioritization, Roadmap management
Full Job Description
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 around 65 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. 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 Age
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