Original Beschreibung
## Job Description
We are on the lookout for a **Specialist, Product Operations - (Logistics, Service)** to join the Service product line on our journey to always deliver amazing experiences.
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.
Our Service Product line is responsible for all customer, vendor and rider support-related products, including our in-house agent-facing tools for customer issue resolution. Within the Product line, you will be responsible for the performance of our products and work very closely with our product, analytics and data science teams and different entities across the globe to optimize them in order to maximize the value (both cost and top-line) to the business.
In our 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 operations.
* You monitor, analyze, and optimize key performance indicators (e.g., AHT, SOP adherence, resolution rate, tool adoption) across regions to ensure agent-facing tools are driving efficiency, productivity, and quality at scale.
* You drive end-to-end performance improvement initiatives by identifying usage gaps, conducting root cause analyses, and implementing targeted actions that boost agent productivity and tool ROI.
* You enable data-driven decision making through structured reporting, executive-ready insights, and dashboards that track progress toward business goals and highlight improvement areas.
* You act as the operational owner of Agent CRM and GenAI tools, ensuring optimal utilization by setting best practices, leading initiatives, and ensuring alignment across all markets and teams.
* You serve as the central point of contact and subject matter expert for operational teams leveraging Agent CRM and GenAI, proactively addressing blockers, consolidating feedback, and enabling global alignment.
* You collaborate closely with cross-functional teams—Product, Operations, Training, Quality, and Data Analytics—to shape tool evolution based on front-line feedback and business priorities.
* You continuously assess and enhance SOPs, training material, and workflows to ensure scalable, consistent, and impactful tool usage across markets.
* You challenge the status quo by bringing innovative, data-backed proposals for improving both tooling and process, and ensure fast, coordinated execution and follow-through.
* You measure impact and effectiveness of tool and process improvements through pre/post analysis and continuous feedback loops.
## Qualifications
* You have 2-4 years of relevant experience (not counting internships) in a consulting or tech company, working in functions like product operations, contact center operations, or operations excellence
* You have at least a Bachelor’s degree in a quantitative subject - e.g. mathematics, engineering, business administration
* You have very strong analytical and problem-solving skills, with the ability to draw insights from complex data sets
* You are self-driven and communicative, independent and pragmatic in handling business challenges
* You are proactive, intellectually curious, and motivated by shaping product and business strategy in a high-stakes environment
* You have strong analytical skills; proficiency in Excel, Google Sheets, and/or data visualization tools (e.g., Looker, Tableau, Power BI)
* You have excellent English communication skills, both written and spoken
## 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.*
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 include it in your application. You're welcome to share your pronouns (he/she/they) right from the start so we can address you respectfully from our first contact.