Product Manager (Logistics)

TL;DR

Product Manager (Logistics): Developing and optimizing self-service support journeys for customers, riders, and vendors with an accent on knowledge base navigation and deflection routing. Focus on integrating AI capabilities into support flows to improve CSAT and reduce contact rates.

Location: Hybrid in Berlin, Germany (2 days a week in office)

Company

World's pioneering local delivery platform operating in around 70 countries across Asia, Europe, Latin America, the Middle East, and Africa.

What you will do

• Own the initial support user journey to create empathetic, effortless self-service experiences across the delivery ecosystem.
• Build intuitive flows that solve problems directly or seamlessly redirect users to human agents.
• Drive and improve key squad KPIs, including Contact Rate, Self-Service Rate, Deflection Rate, and CSAT.
• Prioritize the product roadmap to balance new feature delivery with system reliability and technical health.
• Collaborate with AI Agent squads to drive deeper integration of AI capabilities into the user flow.
• Align and influence multiple stakeholders across the organization without direct authority.

Requirements

• 4+ years of product management experience in a cross-functional setup with a proven history of delivering results.
• Deep understanding of user experience and designing empathetic journeys for users in distress.
• Strong problem-solving and prioritization skills, with a grasp of technical trade-offs and opportunity costs.
• Data-driven mindset with a track record of measurably improving product and business metrics.
• Fluent in English.
• Must be based in or be able to relocate to Berlin, Germany.

Nice to have

• Experience working on Service tooling such as Help Centers, chatbots, or Agent CRMs.
• Experience working with AI/ML-driven products and features.
• Proficiency in SQL, BigQuery, Firebase/Google Analytics, or Data Studio.
• Background in Computer Science, Mathematics, Engineering, Business Management, or Economics.

Culture & Benefits

• Hybrid working model with 2 days of face-to-face collaboration at the Berlin campus.
• 27 days of holiday, increasing with years of service.
• €1,000 educational budget, language courses, and access to Udemy Business.
• Health checkups, meditation, and gym & bicycle subsidies.
• Employee Share Purchase Plan, Corporate Pension Plan, and Sabbatical Bank.
• Digital meal vouchers and corporate discounts.