Product Manager - Logistics, Service Support Experience

Beschreibung

Job Zusammenfassung In dieser Rolle entwickelst du nutzerfreundliche Self-Service-Erfahrungen für Kunden, Fahrer und Händler, indem du intuitive Lösungspfades aufbaust und die Leistung von Supportprozessen optimierst. Job Zusammenfassung In dieser Rolle entwickelst du nutzerfreundliche Self-Service-Erfahrungen für Kunden, Fahrer und Händler, indem du intuitive Lösungspfades aufbaust und die Leistung von Supportprozessen optimierst. Deine Rolle im Team 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. 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. Unsere Erwartungen an dich Qualifikationen 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. Proficiency in SQL, BigQuery, Firebase/Google Analytics, or Data Studio. Background in Computer Science, Mathematics, Engineering, Business Management, or Economics. Erfahrung 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. Nice to haves: Experience working on Service tooling (Help Center, chatbots, Agent CRM, etc.). Experience working with AI/ML-driven products and features. Unser Angebot 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. Benefits Essen & Trinken 🍏 Frisches Obst 🥪 Snacks, Süßigkeiten Work-Life-Integration 🧳 Relocation Package 🏠 Home Office ⏰ Flexible Arbeitszeiten 🍼 Kinderbetreuung Gesundheit, Fitness & Fun 🎳 Team Events 🧘‍♀️ Massage, Yoga o. A. Themen mit denen du dich im Job beschäftigst AI E-Commerce Metadaten Level: Erfahren Job Feld: Product Anstellung: Vollzeit Vertragsart: Unbefristetes Dienstverhältnis Arbeitsmodell: Hybrid, Onsite Unternehmenstyp: Etablierte Firma Branche: Handel Ort: Berlin | Deutschland

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