Manager, Product Operations Support - (Logistics, Rider)

We are looking for a Manager, Product Operations Support - (Logistics, Rider) to lead our Rider Product Support team in Logistics vertical, the operational link between regional markets and our core logistics products. This team is the first line of support for 70 countries relying on our Rider App, dispatch algorithms, workforce management system, and payments tools to run daily operations.

In our Logistics Team, you’ll tackle high-impact challenges that make last-mile delivery efficient, affordable, and sustainable. Your work will directly improve experiences for riders, end customers, and merchants across the globe. Each enhancement you contribute will help Delivery Hero optimize delivery operations, supporting expansion into new areas like grocery and retail.

You will lead a team of 4 Product Support Specialists and own the full support function: triaging and resolving bugs and configuration requests, and orchestrating product rollouts across global markets. You sit at the intersection of operations, product, and engineering – and your effectiveness directly determines how fast markets can move and how reliably our products work in the field.

This role is about change, not just running the function. You will be expected to understand how the team currently works and raise the bar – through better processes, stronger cross-functional integration, and bringing AI tooling into how support work gets done.

• Lead, coach, and develop 4 Product Support Specialists – setting performance standards and raising the bar on team output quality and speed.

• Own and improve the team's core operating metrics: ticket resolution time across bugs and change requests, and rollout velocity across markets.

• Redesign how the team works: audit current processes, identify inefficiencies, and introduce new ways of working that scale. This includes pushing hard on AI tooling and agents to automate triage, investigation, and coordination workflows – replacing manual effort with systems wherever possible.

• Oversee first-line support quality for regional operations: ensure the team accurately distinguishes bugs from misconfigurations, routes only validated issues to engineering with full context, and handles change requests with clear alignment before execution.

• Drive cross-functional alignment with product and engineering teams on process improvements – not just within your team, but shaping how support integrates into the broader product development and release cycle.

• Lead product rollouts across ~70 countries: own the project planning, stakeholder alignment, and execution infrastructure that makes large-scale launches predictable and fast.