Senior Manager, Product Design - (Logistics, Service Efficiency)

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 over 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 on the lookout for a Senior Manager, Product Design to lead the UX team within the Efficient Service Tribe of our Service Productline, driving our mission to deliver fast, seamless, and efficient support experiences for our global ecosystem. At Delivery Hero, design is more than aesthetics, it’s about solving meaningful problems with empathy, simplicity, and impact. Our Efficient Service Tribe owns the design for critical products that empower our customer service agents (AI and human agents) to deliver top-tier service to customers, riders, and vendors who need support. This includes core agent tools and platforms that leverage automation and AI to transform complex operational workflows into high-quality, efficient service experiences across the globe. In this team, you’ll be directly responsible for the user experience across 3 critical domains within the Service Productline. This is a high-impact leadership role where you will shape the future of agent and service efficiency on a global scale. You’ll report to the UX Director responsible for Service Productline and work closely with product, engineering, analysts and perfmance operations leadership. You will lead a team of approximately 5 designers; across 7 squads, with most reports based in Berlin and Singapore. You’ll balance strategic vision, team development, and hands-on design excellence to ensure our agent-facing products are intuitive, delightful, and impactful, while future-proofing the team for a rapidly evolving AI landscape. 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. Lead & Grow a world-class team of product designers; mentoring Senior ICs and Leads. Drive design strategy and product vision across the 3 core domains of the Efficient Service Efficiency Tribe in partnership with cross-functional leadership. Manage a hybrid team across multiple locations (Berlin and Singapore), fostering a cohesive, collaborative, and inclusive culture. Champion user-centered design and operational excellence, ensuring our agent tools and service processes are efficient and empathetic. Oversee design execution across discovery, solutioning, prototyping, validation, and delivery—ensuring consistent quality, usability, and visual polish across all agent-facing platforms. Guide the design organisation's adaptation to a rapidly changing AI landscape, defining best practices for responsibly integrating AI-powered features and automation into agent workflows. Collaborate with senior stakeholders across the Service Productline and global teams to ensure alignment, clarity, and momentum. Own and drive Product KPIs and OKRs related to user experience, ensuring alignment with product and business goals. Inspire innovation and push boundaries—advocating for simplicity, accessibility, and long-term value in complex enterprise tools. Qualifications 5+ years of experience in Product Design leadership, with proven success in managing a large multidisciplinary team. Proven success in coaching and developing senior Individual Contributors (ICs) and design leads. Specific experience with or a strong drive to adapt design organisations for an AI landscape, including hands-on work with automation, machine learning interfaces, or large language models. Deep understanding of UX principles, user research, content strategy, and design systems. Comfortable operating in agile, fast-paced environments while championing process and quality. Strong storytelling and stakeholder management skills, with the ability to influence across senior levels; Excellent verbal and written communication in English. Demonstrated expertise in designing products for customer service agents, internal operations tools, or other complex enterprise-level software. Empathy for end-users (our agents, customers, riders, and vendors), passion for social impact, and an eye for design craft. 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.