As a Staff Product Manager in our Engagement Alliance, you will be responsible for leading the customer service platform that powers the resolution strategy for all issues raised by our millions of customers along with building world class identification mechanisms of issue detection proactively. This also includes building new features and scaling the compensation platform which will enable our commercial teams to test different compensation strategies for customer segments across all markets of HelloFresh. You will create the long-term vision for our service platform and fully own delivery in this domain. This is a very crucial role given the importance of customer service in our industry and presents a wonderful opportunity to shape how we identify and resolve customer problems proactively to always retain their confidence in HelloFresh.

You will be an individual contributor who will use data-driven roadmaps to achieve ambitious goals and work with your engineering and UX counterparts on technical delivery of features, all in close collaboration with our commercial customer service and operations teams. This is a strategic role that will elevate the customer experience for customers of all HelloFresh brands across 18 markets, and hence we are looking for a strong leader that combines technical and commercial skills to drive the right investments in the next few years.

• Articulate the long-term vision for customer service platform to enable our commercial strategy of the future and shape how our customers interact with HelloFresh
• Own the multi-year roadmap to deliver against the long-term vision and generate measurable impact from new features 
• Lead & Collaborate with a cross-functional team of Engineers, Product Designers, Researchers, Product Analysts, and senior business stakeholders to deliver results
• Ruthlessly prioritize to deliver the designed solution by supporting the engineering teams and track how your product metrics are evolving over time
• Set up processes to work with an agile team and drive continuous improvement

• Solid experience in building technical products at scale in an agile environment with a focus to provide the best customer experience
• Developed complex internal tools before and can skillfully connect the dots between technical initiatives and business value 
• Product Management skills: Proven track record of delivering complex products and features from concept to launch, defining product strategy, creating roadmaps, and leading cross-functional teams
• Strategic Thinking: Strong analytical and strategic thinking abilities, translating market dynamics, customer needs, and competitive positioning into actionable product plans and customer service strategies 
• Business acumen: Balance between analytical acumen and business understanding in collaborating with commercial stakeholders to drive insightful and robust business initiatives
• Collaboration and Communication: Excellent interpersonal and communication skills, collaborating effectively with stakeholders at all levels of the organization and influencing cross-functional teams to achieve goals
• Data driven: A strong data sense for interpreting trends and translating them into insights for data-driven decision-making. Data first approach, always.

• Comprehensive relocation assistance to move to Berlin plus visa application support
• Healthy discount on weekly HelloFresh boxes
• Annual learning and development budget to attend conferences or purchase educational resources plus access to the HelloFresh Academy
• Subsidised childcare with a professional nannying agency
• Free access to Headspace, biweekly in-house yoga classes 
• A diverse and vibrant international environment of 70+ different nationalities
• Additional perks include: Free crash course in German, compensation for advanced external German classes, discounts for our neighbouring gym & Urban Sports Club as well as access to a new onsite gym, company events and parties, discount on our Convini vending machines
• The chance to have a significant impact on one of the fastest-growing technology companies in Europe in an exciting growth phase

Please submit your complete application below including your salary expectations and earliest starting date.

After submitting an application our team will review this and get back to you within 5 business days. 

For insight into our interview process take a look at our recent post here. 

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