Senior Engineering Manager - (Logistics, Service)

About the job

Clear goals. Strong teams. Real results. As a Senior Manager, Software Engineering, you’ll lead the domain behind HeroCare, the AI-powered platform that helps customer care agents serve millions of customers across Delivery Hero brands. Working through a team of engineering managers, you’ll set direction with your product counterpart and build a delivery system that runs without you on the critical path. Your work will shape the global consumer experience and raise engineering standards across the organization.

HeroCare Agent builds automated, AI-powered services that assist customer care agents and set the bar for engineering practice across the wider organization. You’ll partner closely with data analytics, product, and global infrastructure teams.

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.

• Guide continuous improvement of the HeroCare agent platform’s reliability, technology stack, and operational model across your squads, and drive adoption of AI methodologies across the domain
• Establish and monitor KPIs and SLOs for platform reliability, scalability, performance, and cost-effectiveness
• Co-own the domain vision and mission with your product counterpart, and translate tribe goals into a domain roadmap of at least 18 months
• Grow and coach engineering managers, hire strong leaders, and run performance reviews with your people partner
• Detect blockers and dependencies early, escalate cross-domain issues, and use delivery metrics to remove inefficiencies
• Maintain documented engineering practices, reliability reviews, incident learning, budget tracking, and security SLA compliance

• 5+ years in leadership positions managing managers and senior technical leads on cross-functional initiatives, with a proven track record of scaling impact through others
• Hands-on experience delivering and running global distributed production systems in self-service or eCommerce domains, and the ability to challenge design decisions and raise reliability across the domain
• Experience turning fuzzy business problems and tribe goals into realistic multi-quarter roadmaps, and aligning stakeholders in Product, Data Analytics, Platform, and Operations to a shared direction as an equal partner
• A record of growing engineers and managers, attracting top talent, and running performance cycles at domain scale
• Experience measuring domains with standard delivery and technical KPIs, improving performance without micromanaging, tracking budgets, and defining security approaches for production services
• Experience applying agentic AI tooling to engineering workflows and customer-facing products; fluent written and spoken English

Nice to have

• Experience building or running customer care or agent-assist platforms
• Familiarity with how competing products use AI in customer service
• Experience leading teams across several locations and time zones
• Experience working with global and local stakeholders on shared platforms