Job Description
Job Description
We are looking for a Senior Manager, Product Performance to join our Service product line in Logistics 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.
The Service product line is responsible for all customer support-related products across Delivery Hero’s global brands — including both our AI-powered support agents, our in-house human agent-facing tools for customer issue resolution, and our Self-Service engine applications. These platforms enable millions of interactions between customers, agents, riders and vendors every month, and play a critical role in our ability to scale high-quality support across regions.
In this role, you will own the performance and operational effectiveness of our Self-Service products, working closely with central Product, Analytics and Data Science teams, as well as local entities across the Delivery Hero group — including foodpanda, foodora, PedidosYa, Talabat, Hungerstation and Woowa. Your mission is to maximize the value of our products — both in cost efficiency and customer experience —.
What you will drive
You shape the strategic direction for Product Performance across Self-Service by aligning business priorities, OKRs and performance KPIs with Service Central teams (Product, Engineering, Analytics and Data Science).
You develop a collaborative, high-performing team by bringing clarity in ambiguity, creating structure, and helping people focus on what matters most. You lead with empathy, develop talent through coaching and structured delegation, and foster a culture of constructive challenge.
You lead end-to-end execution of performance improvement initiatives, working with teams to identify product challenges and opportunities through data and deliver scalable solutions across markets.
You support analytical problem-solving, helping teams translate complex data into clear insights, benchmarks and recommendations for senior leadership and prioritization decisions.
You build alignment with senior stakeholders, fostering shared priorities, reducing redundancies and enabling effective collaboration across central teams and regions.
You ensure high-quality data access and storytelling, partnering with data teams to co-create dashboards and visualizations that support decision-making across the organization.
You represent Product Performance in senior forums, highlighting opportunities, risks and cross-functional interdependencies, and advising on organization-wide improvements.
Qualifications
6+ years of total experience, with most of it in product performance, product operations, product analytics, strategy or growth roles in a B2C tech or marketplace environment.
Experience collaborating with Product, Engineering, Analytics and Data Science teams; ideally in self-service, customer support, automation or AI support agent products.
Leadership
3+ years of people management experience, including coaching and structured delegation to develop talent and scale impact.
Proven ability to build alignment with senior stakeholders, with clear, structured communication and ability to translate strategy into operational direction.
Product & Analytics
Strong business acumen, linking product performance metrics to financial and operational outcomes.
Excellent analytical skills and data storytelling, turning complex insights into clear recommendations.
Good understanding of A/B testing principles and basic experimentation methods.
Good understanding of product development processes.
Nice to have
Knowledge of SQL or data querying.
Experience in global, multi-market environments.
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