Senior Specialist, Product Operations - (Logistics Service)

Job description

We are on the lookout for a Senior Specialist, Product Operations - Logistics Service to join the Product Performance team 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 support-related products, including our in-house agent-facing tools for customer issue resolution, our self-service engine and our global compensation application. 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.

• Contribute to improving customer retention and resolving post-delivery issues, with a focus on optimizing self-service experiences
• Run analyses on customer behavior, product usage, and issue resolution patterns to identify opportunities that increase retention, improve experience, and reduce operational costs
• Collaborate closely with product managers, analytics teams, and data scientists to design and evaluate A/B tests and build actionable insights
• Monitor and report on key performance indicators related to retention and post-delivery, ensuring data is accurate, timely, and relevant
• Support regional and local teams by delivering targeted insights, dashboards, and recommendations within your area of specialization
• Identify and communicate areas for product and process enhancements, contributing to prioritization discussions with cross-functional teams
• Contribute to regular reporting and insights for stakeholders and leadership, highlighting both impact and opportunities for efficiency gains

Qualifications

4+ years of relevant experience (not counting internships) in a consulting or tech company, working in functions like product operations, user retention, pricing or revenue management You have at least a Bachelor’s degree in a quantitative subject - e.g. computer science, physics, mathematics, engineering, social sciences, psychology 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 Excellent hands on knowledge of reporting tools (Tableau or Looker Studio) & strong hands on knowledge in SQL Nice to have

Experience using AI tools in everyday work to bring efficiency and automation Experience in a similar large scale tech or e-commerce environment