Product Manager - (Logistics, Service Support Experience)(m/w/x)

Anforderungen

• 4+ years product management experience in cross-functional setup
• Proven history of delivering results
• Deep understanding of user experience
• Ability to design great user journeys
• Ability to design empathetic experiences for users in distress
• Strong problem-solving skills
• Ability to independently identify user journey friction points
• Ability to execute solutions with designers and engineers
• Mastery of work prioritization
• Strong grasp of technical trade-offs
• Strong grasp of opportunity costs
• Data-driven mindset
• Reliance on data for decision-making
• Accountability for driving user, product, business metrics
• Track record of measurably improving key metrics
• Track record of successfully launching innovative new products
• Exceptional interpersonal skills
• Strong written and verbal communication for influencing partners
• Fluent in English
• Experience with Service tooling (Help Center, chatbots, Agent CRM)
• Experience with AI/ML-driven products and features
• Proficiency in SQL, BigQuery, Firebase/Google Analytics, or Data Studio
• Background in Computer Science, Mathematics, Engineering, Business Management, or Economics
• Fluent in English

Aufgaben

• Develop high-impact products for future service experiences
• Own the initial support user journey
• Lead the Help Center Home squad
• Guide users to the right solutions
• Create empathetic, effortless self-service experiences
• Build intuitive flows for problem-solving and redirection
• Own and improve key squad KPIs
• Balance new features with technical health
• Prioritize roadmap for user experience
• Maintain system reliability (loading times, error rates, uptime)
• Collaborate with AI Agent squads
• Drive seamless integration of AI capabilities
• Align multiple stakeholders
• Influence stakeholders without direct authority

Berufserfahrung

Ausbildung

Sprachen

Tools & Technologien