Product Manager - Logistics Service Support Experience

About the role

Delivery Hero is looking for a Product Manager to shape the logistics service support experience across its global platform. You will own the first steps of the Help Center journey, creating fast, intuitive self‑service flows that help customers, riders and vendors resolve issues quickly.

Key responsibilities

• Lead the Help Center Home squad, focusing on knowledge‑base navigation, self‑service flows and deflection routing.
• Design and launch empathetic, effortless self‑service experiences for all users in the delivery ecosystem.
• Collaborate with AI Agent squads to embed AI capabilities into support workflows.
• Own and improve squad KPIs such as Contact Rate, Self‑Service Rate, Deflection Rate and CSAT.
• Prioritise the product roadmap, balancing new features with system reliability (loading times, error rates, uptime).
• Align and influence multiple stakeholders across the organisation without direct authority.

Required profile

• 4+ years of product management experience in a cross‑functional environment.
• Experience in logistics, e‑commerce or service‑support domains.
• Proven ability to drive product and business metrics.
• Strong stakeholder management and data‑driven decision‑making skills.

Required skills

What we offer

• Opportunity to impact millions of users across 70+ markets.
• Work within a fast‑moving, tech‑driven global company.
• Collaborative environment with AI and product innovation focus.