Manager, Product Operations Support - (Logistics, Rider)

TL;DR

Manager, Product Operations Support (Logistics, Rider): Lead Rider Product Support team as operational link between markets and core logistics products across 70 countries with an accent on triaging bugs, configuration requests, and product rollouts. Focus on redesigning processes, integrating AI tooling for automation, and driving cross-functional alignment with product and engineering.

Location: Hybrid in Berlin, Germany (2 days a week in Berlin campus). Relocation support to Berlin available.

Company

World’s pioneering local delivery platform operating in 70 countries, headquartered in Berlin, Germany.

What you will do

• Lead, coach, and develop 4 Product Support Specialists, setting performance standards.
• Own core metrics like ticket resolution time and rollout velocity across markets.
• Redesign processes, audit inefficiencies, and integrate AI for triage and workflows.
• Oversee support quality, distinguishing bugs from misconfigurations, and routing issues.
• Drive alignment with product and engineering on process improvements and release cycles.
• Lead product rollouts across 70 countries, handling planning and execution.

Requirements

• 4+ years in product operations, technical support, or product management; logistics or on-demand delivery a plus.
• 2+ years people management with track record of driving performance.
• Technically solid: investigate issues, read system behavior, engage engineers.
• Strong communicator and stakeholder manager in multi-market environment.
• Exceptional prioritization under pressure across markets and demands.
• Process-driven: spot inefficiencies and implement scalable fixes.
• Actively uses AI tools and applies to support workflows.
• Jira-native for work management and reporting.

Culture & Benefits

• Hybrid model with 2 days/week in Berlin campus.
• 27 days holiday, plus extra days after 2nd/3rd year.
• €1,000 educational budget, language courses, Udemy, parental support.
• Health checkups, meditation, gym/bicycle subsidy.
• Employee share plan, sabbatical bank, transport discount, insurance, pension.
• Meal vouchers, food vouchers, corporate discounts.