Associate Principal, Product Performance - (Logistics, Help Center & Comms)

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.

We are looking for an Associate Principal, Product Performance - (Logistics, Help Center & Comms) to join the Service product line on our journey to always deliver amazing experiences.

Our Service Product line is responsible for all customer support-related products, including our in-house agent-facing tools for customer issue resolution, our self-service engine and our global compensation application. Within the Product line, you will be responsible for the performance of our products and work very closely with our product, analytics and data science teams and different entities across the globe to optimize them in order to maximize the value (both cost and top-line) to the business.
 

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.
 

• You will own and impact global customer retention, product performance and product usage/adoption for customer compensation globally

• You will be responsible for influencing global compensation budget/spend across all DH entities/markets

• You create a scalable A/B testing roadmap in collaboration with product management and data scientists to drive customer retention

• You are the First Point of Contact for Regional HQ and Local teams for your area of expertise

• You proactively find areas for product improvement backed up by data, are innovative in seeking the best solution and execute in a timely and considered manner

• Constantly evaluate if the solutions we are building are helping achieve the team goals through quantitative and qualitative analysis

• You provide top management with regular performance reports, insights and presentations

• 6+ years of relevant experience (not counting internships) in a consulting or tech company, working in functions like product operations, user retention, pricing or revenue management

• You have at least a Bachelor’s degree in a quantitative subject - e.g. computer science, physics, mathematics, engineering

• Very strong analytical and problem-solving skills, with the ability to draw insights from complex data sets

• You are self-driven and communicative, independent and pragmatic in handling business challenges

• You are proactive, intellectually curious,  and motivated by shaping product and business strategy in a high-stakes environment

• Excellent knowledge of reporting tools (Tableau or Looker Studio). Knowledge of SQL is a plus

• Excellent English communication skills, both written and spoken

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, Yoga, 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.

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.