Product Manager - (Logistics, Service Agent Tooling)

Company 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 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 to join our Service Agent Tooling team on our journey to always deliver amazing experiences.

In this role, you will lead the product strategy, roadmap and development of OneView, our internal Agent resolution tool, used daily by thousands of agents across 70 countries. You’ll be able to directly shape the Agent-facing experience to ensure Agents can efficiently resolve millions of daily customer, rider and vendor contacts. You will work collaboratively with engineering, data science, analytics, design/UX research and product ops to deliver functionality that improves Agent productivity and ensures we solve our customer’s issue the first time, every time.

If you geek out on balancing utility with great user experience and are passionate about creating incredible service experiences, this role is for you!

Your Mission

Lead the product: This is your opportunity to make it easier for Agents to help our customers, riders \& vendors, creating a more efficient \& delightful service experiences

Drive innovation \& automation: You will champion the product from discovery to successful implementation, ensuring a focus on data-driven decision making and driving impact.

Define and achieve goals: You will develop and maintain a clear product roadmap, prioritizing initiatives based on business value, user needs and tech advancements. You will be responsible for driving both quarterly OKRs and long-term strategic targets.

Collaborate effectively: You will partner closely with engineers, product designers, analysts and product ops to translate complex requirements into impactful product features. Alignment with stakeholders across our global brands will be essential.

Become a subject matter expert: You will be the go-to expert for Agent resolution tooling, building empathy for our global Agents and depth of how service operations is managed across all our global footprint.

Grow your team: You will contribute to a collaborative and growth-oriented team environment, fostering data-informed and user-centric approaches within the team.

Qualifications* 5 years of experience in experience in product management

Track record of successfully launching and constantly improving B2B(2C) products

Data-driven and impact-oriented; very comfortable with metrics \& KPIs

Ability to balance user needs with business priorities and provide a rationale behind your decisions

Strong interpersonal, written and verbal communication skills

Nice-to-haves

Experience in managing a diverse set of stakeholders from around the world

Experience in working with Customer Service products

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.

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