Associate Product Manager - (Logistics, Agent Service)

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 on the lookout for an Associate Product Manager - (Logistics, Agent Service) to join the Agent Service team on our journey to always deliver amazing 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.

• Become an expert on how contact centre agents resolve customer, rider and vendor issues; Work proactively to educate teams on best practices, drive adoption and shape product support function

• Define opportunities, deliver key features, workflows and improvements that empower agent service teams to handle support requests efficiently

• Improve agent productivity and increase the quality of service that agents can provide

• Act as the primary point of contact for internal stakeholders, timely addressing their questions and concerns regarding the product to ensure its quality, alignment with business needs, and optimal usage across different Contact Centers

• Partner with engineering, UX/UI, operations, analytics, various product teams & other stakeholders to deliver the right features, drive product quality and optimise agent interactions while ensuring scalability and compliance. 

• Define and monitor KPIs to measure product success and drive the impact of strategic goals

• 2+ years of experience in Product Management, Product Operations, Product Support or a related field

• Ability to learn fast and work in a fast-paced, globally distributed environment with multiple stakeholders

• Excellent communication skills and the ability to translate business needs into product requirements

• Proactive approach to problem-solving, troubleshooting, and stakeholder management

• A commitment to continuous improvements, a sense of ownership, solution and a growth-oriented mindset

• Ability to zoom in and zoom out – being detail-oriented to dive deep into issues, configurations, and user needs, while also keeping the big picture in mind to align with long-term strategy and overall product priorities
   

Nice to Have

• Experience in food delivery, e-commerce, or marketplace industries.

• Familiarity with customer support operations, contact centers, customer support tools like Zendesk, Salesforce, or in-house agent platforms

• Comfortable with dashboards, analytics & observability tools (e.g.,Tableau, DataDog, Grafana) to extract and analyze key insights

• Experience with agile development methodologies and product management tools such as JIRA, Confluence

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.

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.