Director, Product Operations

As the world’s pioneering local delivery platform, our mission is to deliver an amazing experience, fast, easy, and to your door. We operate in over 70+ countries worldwide, powered by tech, designed by people. As one of Europe’s largest tech platforms, headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. We enable creative minds to deliver solutions that create impact within our ecosystem. We move fast, take action and adapt. No matter where you're from or what you believe in, we build, we deliver, we lead. We are Delivery Hero. In July 2024, Delivery Hero SE merged three of its market-leading food delivery businesses, foodora and Yemeksepeti in Europe, and foodpanda in Asia into one organization, to better unlock synergies and accelerate growth. Job Description We are seeking an energetic, strategic, and dynamic Director, Product Operations to lead the global Product Operations function through its next phase of evolution, “Product Ops 2.0.” In this role, you will elevate the effectiveness of our Product & Technology organisation and drive operational excellence at scale. You will oversee a team of 17 within a 500-FTE Product & Technology organisation, with a strong focus on transforming Product Support into a strategic operations engine that enables efficiency, accelerates execution. This role combines strategic leadership with hands‑on execution and requires a people-focused leader passionate about developing talent and scaling high-performing teams. Responsibilities Lead and develop a 17-person Product Ops team across PMO and Product Support functions. Define and lead the Product Ops strategy aligned with Product & Tech leadership. Partner with senior leaders on planning, prioritisation, organisational health, and delivery performance. Own and drive the Product Ops 2.0 strategy, focused on evolving Product Support from task execution to operational leadership across domains. Define and implement clear mandates, scope, and responsibilities for Product Support across foundational areas (e.g., bug triage, localisation, release management, documentation). Partner with GPMs and EMs to streamline execution, clarify ownership boundaries, and embed Product Ops as a key operational partner. Pilot and scale the new model across multiple domains (e.g., Vendor Discovery, Settlement, Growth, Foundations), ensuring continuity and iterative improvement. Lead key operational rhythms (e.g., issue triage, SLA reviews, dependency mapping, documentation standards) within the Home org. Track and communicate operational performance, blockers, and improvement opportunities. Improve execution quality through standardised processes, rituals, and reporting. Oversee Product Support and ensure strong SLA performance (TTFR, TTR, % SLA Met). Lead the PMO team driving programme governance, roadmap alignment, dependencies, and risks. Create portfolio visibility through dashboards, metrics, and communication frameworks. Contribute to org-wide sessions and planning alongside the Chief of Staff. Be a trusted partner to CTO and CPO for all topics related to execution quality, resource coordination, and operational clarity. Drive clear, outcome-oriented communication on transformation milestones and delivery status. Create executive-ready content: narratives, dashboards, progress summaries, leadership updates. Coach and develop team members and build future leaders. Foster a culture of ownership, transparency, and continuous improvement. Drive engagement, accountability, and psychological safety. Oversee Jira, Service Desk, tooling, and knowledge management frameworks. Drive workflow improvements, automation, and consistency across teams. Qualifications Around 8+ years of experience in Product Operations, PMO, Program Management, or related fields. At least 4+ years of experience managing or leading teams with 10+ FTE in a fast-paced environment. Ability to bring structure to ambiguity and influence senior stakeholders. Experience with OKRs, planning cycles, governance, and operational metrics. Strong communication skills and ability to produce executive-level content. High-energy, no-nonsense leadership style with a passion for people and talent development. Additional Information What we offer A dynamic and challenging work environment. A company committed to developing you personally and professionally. A great working atmosphere with regular company and team events. A vibrant and international team committed to diversity and inclusion. Responsibility from day one in a fast growing and global company. Other benefits include free food, health and dental insurance, and learning and development opportunities We believe diversity and inclusion are key to creating not only an exciting product, but also an amazing customer and employee experience. Fostering this starts with hiring – therefore we do not discriminate on the basis of racial identities, religious beliefs, color, national origin, gender identities or expressions, sexual orientations, age, marital or disability statuses, or any other aspect that makes you, you. We encourage you to let us know if you need any accommodations or specific accessibility support to ensure a smooth interview experience—just include it in your application. You’re welcome to share your pronouns (he/she/they) right from the start so we can address you respectfully from our first contact. #J-18808-Ljbffr