Public summary
A technology company headquartered in Berlin is seeking a Manager for their Product Operations Support team focused on logistics and rider-related products. The role involves leading a team supporting operations in around 70 countries, improving product support processes, and ensuring smooth product rollouts globally. The position requires experience in product operations or technical support, people management skills, strong communication abilities, and a technical aptitude to work closely with engineering teams. The company offers a hybrid work model in Berlin, employee development opportunities, and various benefits including health subsidies and holiday allowances.
Responsibilities
Lead and develop a team of Product Support Specialists handling first-line support for logistics rider products across global markets. Manage and improve key operating metrics such as ticket resolution time and rollout velocity. Redesign support processes to increase efficiency, including implementing AI tooling for automation. Ensure quality in bug triage, issue routing, and change request management. Drive alignment with product and engineering teams on support integration and product release cycles. Own project planning and execution for large-scale product rollouts across approximately 70 countries.
Qualifications
Minimum 4 years of experience in product operations, technical support, or product management, preferably within logistics, marketplace, or on-demand delivery sectors. At least 2 years of people management experience with demonstrated ability to improve team performance. Strong technical skills to investigate product issues and communicate with engineers. Excellent communication and stakeholder management across operations, product, and engineering teams. Ability to prioritize effectively under pressure. Process-oriented mindset with experience in introducing scalable improvements. Proficiency with AI tools in support workflows and Jira for work management.