Product Manager

Job Description

Our HeroCare’s mission is to provide a quick and satisfactory service at our agents fingertips, tailored to local challenges to resolve our customers, riders, and vendor issues.

In this role, you will be diving into an exciting new venture focusing on providing data, resolves, and business logic across contact centers in 12 brands under Delivery Hero, including foodpanda.

We are seeking a Product Manager to be responsible for streamlining the end-to-end service  ticketing lifecycle and help supervisors with real-time monitoring tools to maximize agent productivity and optimize workforce efficiency.

Responsibilities:

• Shaping the product roadmap for your area, turning business needs and technical constraints into clear, actionable priorities.
• Aligning and influencing multiple stakeholders across the organization without direct authority to drive meaningful outcomes
• Owning a defined problem area within our service platform, with a focus on improving outcomes like agent productivity.
• Working closely with the engineering teams across products to build scalable and robust solutions. 
• Using data and analytics to understand where things break, what agents struggle with, and where improvements will have the biggest impact.
• Supporting launches, monitoring performance, and iterating based on real-world results.

Qualifications

• Proven experience of around 5 or more years in a cross-functional setup with a proven history of delivering results.
• Experience using  data and analytics to identify problems, define hypotheses, validate opportunities, prioritize work, and measure impact on key metrics.
• Good at leading and influencing, and demonstrated product leadership in the past.
• Solid experience in leading agile teams and great at turning epics into well-structured user stories.
• Curious growth mindset, not afraid of challenging the status quo, and thrive in a fast-paced and dynamic environment. 
• Excellent communication, presentation, and interpersonal skills.
• Prior experience in customer service, support operations, or contact center technology is a plus.

Additional Information

What we offer:

• A dynamic and challenging work environment.
• A company committed to developing you personally and professionally.
• A great working atmosphere with regular company and team events.
• A vibrant and international team committed to diversity and inclusion.
• Responsibility from day one in a fast growing and global company.
• Other benefits include free food, health and dental insurance, and learning and development opportunities!

Our parent company, Delivery Hero, is a global leader in the food delivery industry processing over 3 million orders every day and operating in 40+ markets in the world, with 18,000 employees and approximately 500,000+ restaurant partners.