Job Description
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.
1. 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
2. Define opportunities, deliver key features, workflows and improvements that empower agent service teams to handle support requests efficiently
3. Improve agent productivity and increase the quality of service that agents can provide
4. 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
5. 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.
6. Define and monitor KPIs to measure product success and drive the impact of strategic goals
Qualifications
7. 2+ years of experience in Product Management, Product Operations, Product Support or a related field
8. Ability to learn fast and work in a fast-paced, globally distributed environment with multiple stakeholders
9. Excellent communication skills and the ability to translate business needs into product requirements
10. Proactive approach to problem-solving, troubleshooting, and stakeholder management
11. A commitment to continuous improvements, a sense of ownership, solution and a growth-oriented mindset
12. 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
13. Experience in food delivery, e-commerce, or marketplace industries.
14. Familiarity with customer support operations, contact centers, customer support tools like Zendesk, Salesforce, or in-house agent platforms
15. Comfortable with dashboards, analytics & observability tools (,Tableau, DataDog, Grafana) to extract and analyze key insights
16. Experience with agile development methodologies and product management tools such as JIRA, Confluence