Product Manager: Customer Experience

Company Description

efood is part of the Delivery Hero Group, 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. 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.

Job Description

We’re looking for a Product Manager to lead critical customer-facing touchpoints that build trust, satisfaction, and a seamless post-order experience. These areas may sit outside the direct conversion funnel, but they play a vital role in brand perception, customer retention, and overall happiness.

You’ll own and evolve the product strategy for key areas such as:

• Promised Delivery Times & Order Tracking
• Help Center & Customer Support Flows
• User Reviews & Ratings

• Social Proof Elements

• Content & Messaging that drive confidence and transparency

Finally, you’ll collaborate closely with design, engineering, data, operations, and customer support teams to shape a more human, helpful, and trustworthy experience for every customer,ensuring our platform continues to delight long after checkout.

What You’Ll Be Doing:

• Define and drive the product vision and roadmap for customer experience touchpoints beyond the checkout funnel
• Lead discovery to deeply understand user needs, pain points, and expectations
• Collaborate with Customer Support, Logistics, Operations, and Marketing teams to align initiatives and identify improvement opportunities
• Design and ship features that improve:
• Use data and experimentation to guide decisions and measure success
• Ensure your domain supports long-term user retention and platform trust
• User trust in promised delivery times
• Self-service resolution via help centers
• Value and credibility via user-generated content (ratings, reviews, social proof)
• Confidence through contextual and timely content

Qualifications

• 3–5 years of product management experience (preferably in B2C or marketplace apps)
• Proven track record of building customer-facing products that improve experience and retention
• Strong product discovery skills and user empathy
• Data-informed but not data-blind—you balance qualitative and quantitative insights
• Excellent collaboration and communication skills across cross-functional teams
• Comfort working in fast-paced, iterative environments

Nice To Have:

• Experience with food delivery, marketplaces, or logistics-heavy platforms
• Familiarity with content strategy or customer support productsExperience improving NPS, CSAT, or related customer satisfaction metrics

Additional Information

Life @Efood:

At efood, no day is the same as the day before!

• At efood, we constantly have chances to raise the bar improving, innovating, and challenging ourselves to grow! 🏔️
• We take ownership of what we do, embracing challenges, and making things happen! ✔️
• We move with pace to deliver value fast, which keeps us ahead, always balancing speed with quality! 🚀
• We stay humble ❤️ as we grow and dive deep🔍 in situations, asking questions & exploring beyond the surface to get the best solutions!
• We bring good vibes by lifting each other up, focusing on what’s possible, and being the kind of teammate everyone wants on their side! 🙏

We’re a fast-growing, dynamic team where every efooder has the opportunity to shine, grow, and be part of something exciting.

Hungry enough to join us?

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