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About the Role
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
- Shape product roadmap, translating business needs and technical constraints into actionable priorities.
- Align and influence stakeholders across the organization to drive meaningful outcomes.
- Own a defined problem area within the service platform, focusing on improving agent productivity.
- Collaborate with engineering teams to build scalable and robust solutions.
- Utilize data and analytics to identify issues, agent struggles, and high-impact improvement areas.
- Support launches, monitor performance, and iterate based on real-world results.
Requirements
- 5+ years of proven experience in a cross-functional setup with a history of delivering results.
- Experience using data and analytics to identify problems, define hypotheses, validate opportunities, prioritize work, and measure impact.
- Demonstrated product leadership, leading and influencing effectively.
- Solid experience leading agile teams and translating epics into well-structured user stories.
- Curious growth mindset, challenging the status quo, thriving in a fast-paced, dynamic environment.
- Excellent communication, presentation, and interpersonal skills.
- Prior experience in customer service, support operations, or contact center technology (plus).
Skills
- Data analysis
- Product roadmap development
- Stakeholder alignment and influence
- Agile team leadership
- User story creation
- Communication
- Presentation
- Interpersonal skills
Experience Level
- 5+ years of experience
Benefits
- Dynamic and challenging work environment
- Company committed to personal and professional development
- Great working atmosphere with regular company and team events
- Vibrant and international team committed to diversity and inclusion
- Responsibility from day one in a fast growing and global company
- Free food
- Health and dental insurance
- Learning and development opportunities
About the Company
- foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, with a mission to deliver an amazing experience—fast, easy, and to your door.
- Operates in around 65 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.
- Delivery Hero is a global leader in the food delivery industry, processing over 3 million orders every day.
- Operates in 40+ markets worldwide, with 18,000 employees and approximately 500,000+ restaurant partners.