Product Manager - (Logistics, Service Support Experience)

We are on the lookout for a Product Manager - (Logistics, Service Support Experience) to join our Logistics Service team, where our mission is to increase loyalty through amazing service 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.

As a Product manager in our team, you will develop high-impact products that shape the future service experiences we offer to millions of customers, riders and vendors across Delivery Hero’s 70+ markets. 

You will own the crucial first steps of our support experience. When customers, riders, or vendors reach out to our Help Center, they are often frustrated and looking for immediate answers. Your goal is to build a fast, intuitive, and comforting self-service journey that solves their problem right away or smoothly guides them to the right resolution.

You will lead the Help Center Home squad. Your team focuses on the knowledge base navigation, self-service flows, and deflection routing. While you guide users to quick resolutions today, you will also collaborate with our AI Agent squads to ensure deeper, seamless integration of AI capabilities into the support flow.

• 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