Senior Manager, Product Design - (Logistics, Service Efficiency)

We are on the lookout for a Senior Manager,  Product Design to lead the UX team within the Efficient Service Tribe of our Service Productline, driving our mission to deliver fast, seamless, and efficient support experiences for our global ecosystem.

At Delivery Hero, design is more than aesthetics, it’s about solving meaningful problems with empathy, simplicity, and impact. Our Efficient Service Tribe owns the design for critical products that empower our customer service agents (AI and human agents) to deliver top-tier service to customers, riders, and vendors who need support. This includes core agent tools and platforms that leverage automation and AI to transform complex operational workflows into high-quality, efficient service experiences across the globe.

In this team, you’ll be directly responsible for the user experience across 3 critical domains within the Service Productline. This is a high-impact leadership role where you will shape the future of agent and service efficiency on a global scale. You’ll report to the UX Director responsible for Service Productline and work closely with product, engineering, analysts and perfmance operations leadership.

You will lead a team of approximately 5 designers; across 7 squads, with most reports based in Berlin and Singapore. You’ll balance strategic vision, team development, and hands-on design excellence to ensure our agent-facing products are intuitive, delightful, and impactful, while future-proofing the team for a rapidly evolving AI landscape.

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.

• Lead & Grow a world-class team of product designers; mentoring Senior ICs and Leads. Drive design strategy and product vision across the 3 core domains of the Efficient Service Efficiency Tribe in partnership with cross-functional leadership. Manage a hybrid team across multiple locations (Berlin and Singapore), fostering a cohesive, collaborative, and inclusive culture.

• Champion user-centered design and operational excellence, ensuring our agent tools and service processes are efficient and empathetic. Oversee design execution across discovery, solutioning, prototyping, validation, and delivery—ensuring consistent quality, usability, and visual polish across all agent-facing platforms.

• Guide the design organisation's adaptation to a rapidly changing AI landscape, defining best practices for responsibly integrating AI-powered features and automation into agent workflows.

• Collaborate with senior stakeholders across the Service Productline and global teams to ensure alignment, clarity, and momentum.

• Own and drive Product KPIs and OKRs related to user experience, ensuring alignment with product and business goals.

• Inspire innovation and push boundaries—advocating for simplicity, accessibility, and long-term value in complex enterprise tools.