Product Manager - Logistics Service Support Experience

About the company

Delivery Hero is a global local delivery technology company focused on making orders arrive quickly, simply, and right to people’s doors. The business operates in about 65 countries and is headquartered in Berlin, Germany. It has been listed on the Frankfurt Stock Exchange since 2017 and is included in the MDAX index. The organization is built around speed, action, adaptability, and inclusive collaboration.

Role overview

The Logistics Service team is looking for a Product Manager to improve service experiences that strengthen customer loyalty. The role sits within the logistics organization and focuses on making last-mile delivery more efficient, affordable, and sustainable while improving outcomes for riders, customers, and merchants across many markets.

You will own the first part of the support journey for users who visit the Help Center in moments of frustration. The objective is to create a self-service experience that feels fast, clear, and reassuring, helping users solve issues immediately or move smoothly to the right resolution path.

You will lead the Help Center Home squad, working on knowledge base navigation, self-service journeys, and routing that helps deflect unnecessary contacts. In parallel, you will partner with AI Agent squads to bring AI capabilities more deeply into the support flow.

Responsibilities

• Take ownership of the opening stage of the support journey and shape a self-service experience that feels simple, empathetic, and effective for users across the delivery ecosystem.
• Design flows that either resolve issues directly or guide customers, riders, and merchants to human support when needed.
• Manage and improve squad-level performance indicators such as Contact Rate, Self-Service Rate, Deflection Rate, and CSAT.
• Set priorities carefully between feature delivery and technical stability, keeping an eye on load times, error rates, and uptime.
• Work closely with AI Agent teams to expand and refine AI-driven support experiences.
• Influence partners across the business and align multiple stakeholders even without direct reporting lines.

Requirements

• At least 4 years of product management experience in a cross-functional environment with a strong record of delivery.
• Strong understanding of user experience and the ability to design journeys that are considerate of users who need help.
• Excellent analytical problem-solving skills, with the ability to spot friction points and work effectively with design and engineering teams.
• Solid prioritization judgment and an understanding of technical trade-offs and opportunity costs.
• Data-led decision-making, with accountability for measurable improvements in user, product, and business outcomes.
• Demonstrated success in improving metrics for existing products and launching new ones.
• Excellent written and spoken communication skills, with the ability to influence partners effectively.
• Fluency in English.
• Preferred experience with service tools such as Help Centers, chatbots, and Agent CRM systems.
• Preferred experience building products or features powered by AI/ML.
• Nice-to-have analytical tooling experience with SQL, BigQuery, Firebase/Google Analytics, or Data Studio.
• Preferred academic background in Computer Science, Mathematics, Engineering, Business Management, or Economics.

Perks and benefits

• Hybrid working arrangement with onsite collaboration in Berlin two days per week.
• 27 days of holiday, with one additional day added in the second and third years of service.
• €1,000 educational budget, language courses, parental support, and access to Udemy Business.
• Health checkups, meditation support, and gym and bicycle subsidies.
• Employee Share Purchase Plan, Sabbatical Bank, public transportation ticket discount, life and accident insurance, and a corporate pension plan.
• Digital meal vouchers, food vouchers, and corporate discounts.
• Support and guidance for relocation to Berlin.
• Interview preparation resources and common interview question guidance.

Equal opportunity and accessibility

Delivery Hero promotes an inclusive hiring process and does not discriminate based on race, religion, color, national origin, gender identity or expression, sexual orientation, age, marital status, disability status, or other protected characteristics. Candidates who need accommodations or accessibility support during the interview process can contact the inclusion team. Applicants with severe disabilities and equal qualifications receive preferential consideration. Candidates may also share their pronouns at the outset so they can be addressed respectfully.

Additional information

The company emphasizes wellbeing, professional growth, and a collaborative culture. It encourages applicants who want to grow with a leading delivery platform to apply.