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Product Manager - (Logistics, Service Support Experience) at DeliveryHero
DeliveryHeroBerlin, de·9h ago
SeniorFull-timeRustAI
Salary Range
$100,555 - $136,045 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Product Manager to join our Logistics Service team, where our mission is to increase loyalty through amazing service experiences. This role focuses on developing high-impact products that shape the future service experiences for millions of customers, riders, and vendors across Delivery Hero’s 70+ markets.
Key Responsibilities
- →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.
Requirements
- ✓Experience in product management, preferably with logistics, service support, or similar domains.
- ✓Strong understanding of user experience design and self-service solutions.
- ✓Ability to drive product and business metrics, with a focus on KPIs like Contact Rate, Self-Service Rate, Deflection Rate, and CSAT.
- ✓Experience with AI integration and technical health management.
- ✓Excellent stakeholder management and influence skills.
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