Senior Product Manager – Delivery & Shipping Experience (m/f/d)
HybridCologne, Minnesota, United States or Köln, North Rhine-Westphalia, Germany
Job Summary
Own the end-to-end delivery experience across the customer journey, from pre-purchase delivery information through checkout to post-purchase tracking and transparency. Shape delivery promises by balancing customer expectations with operational feasibility, carrier performance, and country-specific requirements. Build and prioritize a high-impact product roadmap to reduce delivery friction and improve operational efficiency. Collaborate with Engineering, UX, Data, ERP, Warehouse Systems, Logistics, Last Mile, Commercial, and Customer Service teams to deliver scalable solutions. Translate operational complexity into simple customer experiences by improving shipping options, carrier selection, pick-up point guidance, and delivery communication. Define success through data by establishing KPIs including delivery NPS, promise accuracy, checkout conversion, cost per order, and contact rates. Identify and eliminate customer friction to reduce failed deliveries and unnecessary contacts.
Required Qualifications
- Strong product ownership experience within e-commerce, logistics, delivery, shipping, checkout or post-purchase customer experiences
- Proven track record of delivering customer-facing digital products
- Ability to define and communicate a clear product strategy for delivery and shipping
- Experience connecting customer needs, country-specific expectations, carrier setups, commercial priorities and cost impact into a value-based roadmap
- Understanding of how delivery experiences directly influence customer trust, conversion, operational performance and business outcomes
- Ability to use data to prioritise the highest-impact opportunities
- Experience working with complex technical ecosystems, including carrier integrations, ERP, warehouse systems, order management platforms or logistics technology
- Ability to bring diverse stakeholders together
- Experience balancing customer value, technical complexity, operational constraints and commercial priorities to deliver meaningful product outcomes
Desired Qualifications
- Experience in marketplaces, retail, healthcare or other operationally complex digital businesses
- German language skills
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