Senior Engineering Manager - Logistics, Service

About the role

Delivery Hero is hiring a Senior Engineering Manager for its Logistics team in Singapore. The role leads the domain behind HeroCare, the AI-powered platform that helps customer care agents serve millions of customers across Delivery Hero brands. Working through a team of engineering managers, you set direction with your product counterpart and build a delivery system that runs without you on the critical path.

Key responsibilities

• Guide continuous improvement of the HeroCare agent platform's reliability, technology stack and operational model across squads, and drive adoption of AI methodologies
• Establish and monitor KPIs and SLOs for reliability, scalability, performance and cost-effectiveness
• Co-own the domain vision with the product counterpart and turn tribe goals into a domain roadmap of at least 18 months
• Grow and coach engineering managers, hire strong leaders and run performance reviews with the people partner
• Detect blockers and dependencies early, escalate cross-domain issues and use delivery metrics to remove inefficiencies
• Maintain documented engineering practices, reliability reviews, incident learning, budget tracking and security SLA compliance

Required profile

• 5+ years in leadership positions managing managers and senior technical leads on cross-functional initiatives, with a proven track record of scaling impact through others
• Experience delivering and running global distributed production systems in self-service or eCommerce domains, and challenging design decisions to raise reliability
• Ability to turn fuzzy business problems into realistic multi-quarter roadmaps and align Product, Data Analytics, Platform and Operations stakeholders
• Record of growing engineers and managers, attracting top talent and running performance cycles at domain scale
• Experience measuring domains with standard delivery and technical KPIs, tracking budgets and defining security approaches for production services

Nice to have

• Experience building or running customer care or agent-assist platforms
• Familiarity with how competing products use AI in customer service
• Experience leading teams across several locations and time zones
• Experience working with global and local stakeholders on shared platforms