Our HeroCare’s mission is to provide a quick and satisfactory service at our agents fingertips, tailored to local challenges to resolve our customers, riders, and vendor issues.
In this role, you will be diving into an exciting new venture focusing on providing data, resolves, and business logic across contact centers in 12 brands under Delivery Hero, including foodpanda.
We are seeking a Product Manager to be responsible for streamlining the end-to-end service ticketing lifecycle and help supervisors with real-time monitoring tools to maximize agent productivity and optimize workforce efficiency.
Responsibilities:
- Shaping the product roadmap for your area, turning business needs and technical constraints into clear, actionable priorities.
- Aligning and influencing multiple stakeholders across the organization without direct authority to drive meaningful outcomes
- Owning a defined problem area within our service platform, with a focus on improving outcomes like agent productivity.
- Working closely with the engineering teams across products to build scalable and robust solutions.
- Using data and analytics to understand where things break, what agents struggle with, and where improvements will have the biggest impact.
- Supporting launches, monitoring performance, and iterating based on real-world results.
