Head of International Product / Group Product Manager – Customer Experience

Job Description

About the Team

The Customer Experience team's mission is to be the reason customers keep coming back after they experience a defect with their orders. We do this by redefining customer support and creating experiences that solve customer problems while building trust. We believe that by creating interactions that are effective, empathetic, and highly personalized, our merchants, couriers, and consumers will continue to choose us as we empower local economies around the world.

As [REDACTED], [REDACTED], and [REDACTED] come together on a unified global platform, we're transforming how customer experiences are delivered around the world. By combining advances in AI with deep operational expertise, we're building products that enable exceptional experiences at global scale while preserving the unique needs of local markets.

About the Role

We're looking for an experienced product leader to lead one of the most strategic product areas within Customer Experience.

This is a truly global role with responsibility across [REDACTED], [REDACTED], and [REDACTED]. You'll lead a team of Product Managers responsible for building the products that power our global Customer Experience organization, enabling millions of interactions across dozens of countries every year.

As AI rapidly changes how customer experiences are delivered, you'll define how intelligent automation, rich context, and human expertise come together to create faster, more personalized, and more effective outcomes. Your team will build the products that capture the right information, surface the right insights, and continuously improve through intelligent feedback loops.

A core part of this role is understanding the unique needs of local markets and translating them into globally scalable products. You'll work closely with regional teams to uncover operational, cultural, and language nuances, then build shared capabilities that deliver a consistent global experience while remaining flexible enough to meet local needs.

Working closely with Engineering, Applied AI, Design, Data Science, and Operations, you'll define the long-term strategy for this product area and help shape the future of Customer Experience across [REDACTED], [REDACTED], and [REDACTED].

What You’ll Be Doing

• Define the long-term vision and strategy for a critical product area within Customer Experience across [REDACTED], [REDACTED], and [REDACTED].
• Lead, coach, and develop a team of Product Managers, fostering a high-performing product organization.
• Shape how AI and human expertise come together to deliver faster, smarter, and more effective customer experiences.
• Build products that leverage rich customer and operational context to enable better decisions and more personalized experiences.
• Create intelligent feedback loops that continuously improve product quality, operational efficiency, and customer outcomes.
• Partner with regional teams around the world to understand local market needs and translate them into globally scalable solutions.
• Work closely with Engineering, Applied AI, Design, Data Science, and Operations to bring innovative products to life.
• Communicate product vision, strategy, and business impact to senior leadership.

Requirements

• You have 7+ years of Product Management experience building impactful products.
• You have 2-3+ years of experience managing and developing Product Managers.
• You have experience building products that leverage AI or machine learning to solve meaningful user problems.
• You have a strong track record of defining product vision, strategy, and roadmaps that deliver measurable business impact.
• You have experience leading highly cross-functional initiatives across Engineering, Design, Data Science, and Operations.
• You are equally comfortable thinking strategically and diving deep into execution.
• You are an exceptional communicator with experience influencing senior leaders and driving alignment across organizations.
• You have empathy for the users you build for and a passion for creating products that improve customer experiences at global scale.

Why Join Us?

At [REDACTED], you’ll do work that matters, solving real-world problems in a three-sided marketplace that’s constantly evolving.

We’re food lovers, problem solvers, community builders and more, brought together by a shared drive to make things better. Working here you can expect to:

• 🔧 Solve meaningful problems at real scale

  Work on a complex, always-on marketplace that impacts millions every day.

• 🌱 See your impact, fast

  Ship, test and improve ideas quickly in a low-hierarchy, high-ownership environment.

• 🧠 Grow through challenge and ownership

  Take on big, ambiguous problems and accelerate your career with strong support.

• 🌎 A culture built for builders

  High standards, collaboration, flexible working and continuous learning.

• 💰 Share in the success you help create

  Competitive salary and equity options, so you’re rewarded for the impact you make.

• ➡️ Want a deeper look at how we build? Check out our Tech Blog.

We aim to create a fair process that lets your skills shine—our interview typically includes 3-4 stages. Find more about how we hire here.

Our Global Structure

[REDACTED] is now part of [REDACTED], bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across [REDACTED] and [REDACTED]. Together, we’re unlocking new possibilities as one global team.

Diversity, Equity and Inclusion

At [REDACTED], we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong.

We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief.

If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application.

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