Product Manager – Service Ticketing Platform

About the role

We are looking for a Product Manager to lead the development of a service ticketing platform that supports contact centres across 12 Delivery Hero brands, including foodpanda. You will own the end‑to‑end ticket lifecycle, create real‑time monitoring tools, and help supervisors boost agent productivity and workforce efficiency.

Key responsibilities

• Define and prioritize the product roadmap based on business needs and technical constraints.
• Collaborate with multiple stakeholders across the organisation without direct authority to drive outcomes.
• Own a specific problem area within the service platform, focusing on improving agent productivity.
• Work closely with engineering teams to design scalable, robust solutions.
• Use data and analytics to identify pain points, validate hypotheses, and measure impact.
• Support product launches, monitor performance, and iterate based on real‑world feedback.

Required profile

• ~5+ years of experience in a cross‑functional product role with a proven delivery record.
• Strong analytical background, using data to define problems, prioritize work, and track key metrics.
• Demonstrated ability to lead and influence teams without direct authority.
• Experience leading agile teams and translating epics into clear user stories.
• Growth mindset, comfortable challenging the status quo in a fast‑paced environment.
• Excellent communication, presentation, and interpersonal skills.
• Prior exposure to customer service, support operations, or contact‑center technology is a plus.

Required skills

What we offer

• Dynamic, challenging work environment with fast‑track responsibility.
• Professional development and learning opportunities.
• Regular company and team events promoting diversity and inclusion.
• Free meals, health and dental insurance, and other employee benefits.