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Product Lead, Support

vor 2 Monaten

Berlin, Deutschland Wolt Vollzeit
Job Description

We are looking for a Product Lead to join the Support Group. The Support Group currently consists of 4 teams and 40+ people and builds Wolt’s support products and tools. Our products handle hundreds of thousands of support conversations on a daily basis across all our markets, and most of our products are built in-house to ensure Wolt can offer high-quality customer support. 

 

World-class customer experience is one of the cornerstones of Wolt and we take pride in our support operations’ quality. We see customer support as a key part of Wolt’s customer experience and an important value proposition and differentiator. 


As Product Lead, you will own the vision and roadmap for a team within the support group. You’ll build an in-depth understanding of Wolt’s support operations and our users, including consumers, merchants, courier partners, and our internal support operations teams. You will work with a cross-functional team of incredibly talented engineers, designers, product people, and analysts in a high-visibility role. You will be responsible for defining the roadmap and setting the vision for your team. This involves leading multiple projects and cross-team product initiatives across the entire product lifecycle, partnering with business and operations stakeholders as well as understanding our end-users better than anyone.


Qualifications

You could come to this role from a multitude of different backgrounds, but ideally, you have 

  • Proven experience as a Product Lead / Product Manager - you know what it takes to build great products and delightful user experiences

  • Desire to be in a high-ownership, high-visibility role. You need to be comfortable with getting your hands dirty as well as driving cross-team projects outside of your domain while having a strong sense of stakeholder management

  • Excellent written and verbal communication skills, and have proven ability to lead and influence cross-functional teams and business stakeholders

  • Experience working with both qualitative and quantitative methodologies. You’re familiar with A/B testing and leveraging data and qualitative research to inform product strategy and decisions

  • A mixture of user empathy, analytical thinking, engineering understanding and business savvy with the go-getter attitude of a "could-be start-up CEO" 

  • Expertise in how to work with and lead cross-functional development teams, including designers, data experts and engineering teams



Additional Information

The position will be filled as soon as we find the right person, so make sure to apply as soon as you realize you really, really want to join us

The compensation will be a negotiable combination of monthly pay and DoorDash RSUs. The latter makes it exceptionally easy to be excited about our company growing and doing well, as you’ll own a piece of the pie.

For any further questions about the position, you can turn to Product+ Talent Acquisition Partner - Elif Dilan Ayaz (elifdilan.ayaz@wolt.com).