Manager, Product Operations Support - (Logistics, Rider)

Job description

Company Description As the world’s pioneering local delivery platform, our mission is to deliver an amazing experience, fast, easy, and to your door. We operate in around 65 countries worldwide powered by tech, designed by people. As one of Europe’s largest tech platforms, 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. We enable creative minds to deliver solutions that create impact within our ecosystem. We move fast, take action and adapt. No matter where you're from or what you believe in, we build, we deliver, we lead. We are Delivery Hero. Job Description We are looking for a Manager, Product Operations Support - (Logistics, Rider) to lead our Rider Product Support team in Logistics vertical, the operational link between regional markets and our core logistics products. This team is the first line of support for 70 countries relying on our Rider App, dispatch algorithms, workforce management system, and payments tools to run daily operations. 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. You will lead a team of 4 Product Support Specialists and own the full support function: triaging and resolving bugs and configuration requests, and orchestrating product rollouts across global markets. You sit at the intersection of operations, product, and engineering – and your effectiveness directly determines how fast markets can move and how reliably our products work in the field. This role is about change, not just running the function. You will be expected to understand how the team currently works and raise the bar – through better processes, stronger cross-functional integration, and bringing AI tooling into how support work gets done. Lead, coach, and develop 4 Product Support Specialists – setting performance standards and raising the bar on team output quality and speed. Own and improve the team's core operating metrics: ticket resolution time across bugs and change requests, and rollout velocity across markets. Redesign how the team works: audit current processes, identify inefficiencies, and introduce new ways of working that scale. This includes pushing hard on AI tooling and agents to automate triage, investigation, and coordination workflows – replacing manual effort with systems wherever possible. Oversee first-line support quality for regional operations: ensure the team accurately distinguishes bugs from misconfigurations, routes only validated issues to engineering with full context, and handles change requests with clear alignment before execution. Drive cross-functional alignment with product and engineering teams on process improvements – not just within your team, but shaping how support integrates into the broader product development and release cycle. Lead product rollouts across ~70 countries: own the project planning, stakeholder alignment, and execution infrastructure that makes large-scale launches predictable and fast. Qualifications 4+ years of experience in product operations, technical support, or product management at a technology company – logistics, marketplace, or on-demand delivery background is a plus. 2+ years of People management experience with a track record of driving team performance, not just maintaining it. Technically solid – comfortable investigating product issues hands-on, reading system behavior, and engaging with engineers on root cause. Strong communicator and stakeholder manager – able to work across operations, product, and engineering teams in a multi-market environment without losing clarity or momentum. Exceptional prioritization under pressure, able to rapidly assess competing ,demands across markets, ticket types, and stakeholder urgency, and make clear, defensible calls on what gets handled first. Process-driven by default: you spot inefficiencies, build structure around them, and make sure fixes stick. Actively uses AI tools in your work today and thinks seriously about how to apply them to support workflows – this is a core expectation of the role, not a nice-to-have. Jira-native: you manage work, track issues, and report on progress inside Jira as a matter of course. Additional Information Ensuring you and all our Heroes are looked after, happy, and healthy is always on the menu. Because if you’re in good shape, then we’re in good shape. Make the most of our hybrid working model and join the team for face-to-face connection and collaboration in our beautiful Berlin campus 2 days a week We offer 27 days holiday with an extra day on 2nd and 3rd year of service We will support you in developing yourself and your career growth opportunities: 1.000 € Educational Budget, Language Courses, Parental Support and access to the Udemy Business platform to explore a variety of online courses. Get moving and release those wonderful, mind-boosting endorphins: Health Checkups, Meditation, Gym & Bicycle Subsidy Cash. Dough. Cheddar. Whatever you call it, we’ll help you with it: Employee Share Purchase Plan, Sabbatical Bank, Public Transportation Ticket Discount, Life & Accident Insurance, Corporate Pension Plan The power of getting together over some food is unrivaled. Here are a few ways to help you do that. All the yum: Digital Meal Vouchers, Food Vouchers, Corporate Discounts. Courses. Wondering what relocating to Berlin is like? In this article, we’ve put together 10 things you should know about moving to Berlin and how Delivery Hero can support you. You can also visit our relocation hub and check out more information about moving to Berlin Ready to prepare for your interview? Check out the list of the 5 most common interview questions and answers created in collaboration with our recruiters. Ready to join our team? If you’re excited to grow, collaborate and be part of the world’s leading delivery platform, we’d love to hear from you. Apply today! We believe diversity and inclusion are key to creating not only an exciting product, but also an amazing customer and employee experience. Fostering this starts with hiring - therefore we do not discriminate on the basis of racial identities, religious beliefs, color, national origin, gender identities or expressions, sexual orientations, age, marital or disability statuses, or any other aspect that makes you, you. We encourage you to let us know if you need any accommodations or specific accessibility support to ensure a smooth interview experience—just let us know with an email to our Inclusion Officer at inclusion@deliveryhero.com. Severely disabled applicants with equal qualifications will be given preferential consideration. You're welcome to share your pronouns (he/she/they) right from the start so we can address you respectfully from our first contact.