Senior Manager, Product Performance - (Logistics, Self Service Products)
Core
Own the performance and operational effectiveness of Self-Service products (AI support agents, human agent tools, self-service engines) to maximize value in cost efficiency and customer experience for Delivery Hero's global brands.
Role type
Senior Manager, Product Performance
Builds
Self-Service product platforms enabling millions of interactions between customers, agents, riders, and vendors
Domain
Logistics, Self-Service Products, Customer Support, Marketplace
Deliverable
product features
Required skills
Strategic direction setting, team building and coaching, end-to-end execution of performance initiatives, analytical problem-solving, stakeholder alignment, data storytelling
Preferred skills
SQL or data querying, global multi-market environment experience
Technologies
AI-powered support agents, self-service engine applications
Responsibilities
Shape strategic direction for Product Performance by aligning business priorities and KPIs; develop high-performing teams through coaching and structured delegation; lead execution of performance improvement initiatives; support analytical problem-solving and translate data into insights; build alignment with senior stakeholders; ensure high-quality data access and dashboard creation; represent Product Performance in senior forums
Seniority
Senior, hands-on IC with people management
