Job Description
We are on the lookout for a Specialist, Product Operations, Korean Speaking - (Logistics, Service) to join the Service product line on our journey to always deliver amazing experiences.
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.
Our Service Product line is responsible for all customer, vendor and rider support-related products, including our in-house agent-facing tools for customer issue resolution. Within the Product line, you will be responsible for the performance of our products and work very closely with our product, analytics and data science teams and different entities across the globe to optimize them in order to maximize the value (both cost and top-line) to the business.
In our 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 operations.
1. You own the end-to-end rollout process for Agent CRM features across all markets, ensuring clear timelines, training plans, adoption targets, and risk mitigations are in place for successful implementation.
2. You promote a data-driven culture by setting adoption KPIs, regularly tracking rollout success, and reporting progress to senior leadership through clear dashboards and executive insights.
3. You follow continuous improvement by identifying issues, conducting root cause analyses, and recommending product or process enhancements with measurable business impact.
4. You continuously monitor adoption, usage metrics and feedback loops, leveraging quantitative and qualitative insights to identify improvement areas and eliminate usage blockers.
5. You drive feature adoption and impact through, onboarding sessions and training that ensure teams are fully equipped and aligned.
6. You proactively assess whether solutions are achieving business and team goals, using structured impact assessments and ongoing performance evaluations to guide future enhancements.
7. You act as a bridge between internal stakeholders and third-party vendors, managing tool performance, coordinating issue resolution, and driving enhancements based on operational feedback.
8. You partner closely with Product teams to translate new features into actionable strategies that reflect operational realities and align with entity needs and KPIs.
Qualifications
9. You are fluent in Korean and English, with strong communication skills.
10. You have 2-4 years of relevant experience (not counting internships) in a consulting or tech company, working in functions like product operations, contact center operations, customer experience or operations excellence
11. You have at least a Bachelor’s degree in a quantitative subject - mathematics, engineering, business administration
12. You have excellent stakeholder management and communication skills, with the ability to align cross-functional teams.
13. You are self-driven and communicative, independent and pragmatic in handling business challenges
14. You are proactive, intellectually curious, and motivated by shaping product and business strategy in a high-stakes environment
15. You have strong analytical skills; proficiency in Excel, Google Sheets, and/or data visualization tools (, Looker, Tableau, Power BI)