Senior Product Manager - Agent Experience

Location: Hamburg or Berlin Now part of the Lyft family, Freenow by Lyft is accelerating towards aggressive growth. Strong regional foothold and massive institutional backing are placing us as one of the key players in the European ride-hailing. Join us in our mission to build new business models and innovative tech! ---------------------------------------------------------------------------------------------------------------------------------- YOUR DAILY ADVENTURES WILL INCLUDE: One of our core goals for 2026 is the complete digitalization of the European phone-to-taxi market. We are moving beyond our core business developing the #1 mobility app, to provide our fleet partners advanced SaaS and operational capabilities. We are looking for a driven, hands-on Junior Project Manager to help us build this vertical from the ground up. Reporting to our Senior Business Development Manager (New Ventures & Go-to-Market), you will own two connected missions: building out Freenow’s own phone-to-taxi demand channel, and keeping the operational engine behind our dispatch platform running across markets.   * Build the Phonelines Business: Stand up Freenow’s own local phone-to-taxi numbers across our cities of presence and grow inbound demand to them; * Optimize the Call & AI-Dispatch Funnel: Own and continuously improve the conversion funnel across our Call Centre and AI-dispatching operations — measuring every stage, reducing friction, and turning inbound callers into completed rides; * Own & Optimize the Operational Engine: Take ownership of the day-to-day operations behind our B2B SaaS dispatch platform — onboarding, invoicing, data validation, and system updates — while continuously improving it: documenting workflows, spotting inefficiencies, and turning manual, repetitive processes into scalable, automated ones using tools like Excel, SQL, Python, or BI dashboards; * Run Cross-Functional Projects End-to-End: Coordinate across Product, Sales, Operations and Legal to plan, execute and track initiatives — keeping stakeholders aligned, deadlines on track, and projects moving from idea to launch. ---------------------------------------------------------------------------------------------------------------------------------- TO BE SUCCESSFUL IN THIS ROLE: * Project Management & Ownership: You are structured, organized, and take end-to-end ownership. You can juggle multiple workstreams, keep stakeholders aligned, and drive projects to completion without being told twice; * Analytical & Process Mindset: You translate messy, real-world industry problems into clear, structured solutions. You love finding inefficiencies — ideally to automate them away; * Hands-On & Data-Fluent: Strong attention to detail and a structured way of working with data. Advanced Excel is a must; familiarity with SQL, Python or BI / data-visualization tools is a strong plus; * Internal Influence & Collaboration: You communicate clearly and build strong working relationships across Product, Sales, Operations, Marketing and Legal — aligning stakeholders, unblocking dependencies, and driving projects forward without needing formal authority; * Experience: 1–3 years in Project Management, Business Development, Operations, Consulting, or a B2B SaaS / marketplace environment (strong internships count). A degree in Business, Business Informatics, Industrial Engineering, Economics or a related field; * Languages: Fluent English is required. German is a strong plus given our focus on the market. *   ---------------------------------------------------------------------------------------------------------------------------------- BENEFITS & PERKS IN A NUTSHELL: * Flexible working arrangements * LinkedIn Learning * Sabbatical & special leave policies * WeRoad partnership * Birthday, 24th + 31st December off * Short term EU work policy * Mobility Credit * Health Insurance * Employee assistance program     Plus more local benefits depending on your work location!   ---------------------------------------------------------------------------------------------------------------------------------- DIVERSITY, EQUITY & INCLUSION: Freenow is an equal opportunity employer and we consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age. We want you to grow and evolve, bring your true self to work.  ---------------------------------------------------------------------------------------------------------------------------------- ABOUT FREENOW: Freenow by Lyft empowers smarter mobility decisions, helping people to move freely and cities to thrive. Through our multi-mobility app, we feature broad options for everyone across 9 European markets and over 180 cities. Millions of passengers can access services including taxis, private hire vehicles, carsharing, car rental, e-scooters, e-bikes, e-mopeds, and public transport within a single app.  In July 2025 Freenow was acquired by Lyft, a global mobility platform, which connects riders and drivers for billions of rides across North America and Europe. Together, Freenow and Lyft are creating a more caring and connected world, with transportation for everyone. We are a global, diverse, highly motivated, and collaborative team that strives for excellence and likes to have fun. Ready for your next ride?   [https://eu-images.contentstack.com/v3/assets/blt6e28a7086c72dd55/bltadef6ed7354e9cc4/65a10957984e23040a418da6/glassdoor-logotype-rgb_2.png]https://www.glassdoor.de/%C3%9Cberblick/Arbeit-bei-FREE-NOW-EI_IE954578.11,19.htm       [https://eu-images.contentstack.com/v3/assets/blt6e28a7086c72dd55/blte53af231aaa0c840/65a109382311a30407ba07ce/kununu_logo_black_2.png]https://www.kununu.com/de/mytaxi-intelligent-apps        [https://brand.linkedin.com/content/dam/me/business/en-us/amp/brand-site/v2/bg/LI-Logo.svg.original.svg]https://www.linkedin.com/company/free-now/life/2b1603ea-741a-49f8-9847-f1214f483a1a/

Account Director London, hybrid This role is part of our Personalised Content team. We create emotive yet conversion-focused ideas, products and campaigns at scale and speed. Our specialty is hyper-personalised, digital communications that change perceptions, shape new behaviours, and shift market share for our clients including eBay, Walmart, and more!  JOB PURPOSE As Account Director, you will own senior client relationships within your workstreams and be accountable for the successful delivery of a wide variety of substantial, integrated campaigns, involving multiple stakeholders You will be required to manage teams to deliver creative briefs across B2C and B2B creative campaigns, from start to finish. As well as planning and managing the overall team workload in partnership with account managers and creative teams, you will build trusted partnerships with clients. This position will be working on one of our biggest ecommerce clients and will have a focus on UK & German markets and so German language skills will be a big bonus!  Strong interpersonal skills are crucial as you will be working closely with multiple, client-side stakeholders, senior leadership teams and cross-functional internal teams including designers, copywriters, account managers to deliver campaigns; which are profitable without compromising the creative integrity.  KEY RESPONSIBILITIES Delivery  * Oversee the successful delivery of B2B and B2C CRM creative campaigns across your account * Manage larger client briefs from start to finish, ensuring successful delivery to client deadlines across multiple campaigns.  * Resource planning, factoring best fit, commercial impact and client needs  * Build and improve project management tools and documentation  * Accountability of workstream deadlines and quality assurance SLAs being met   Account Direction  * Communicate account-wide priorities and strategic direction to ensure alignment with overarching business objectives. * Act as a senior-level strategic consultant, providing expert counsel to clients across all workstreams. * Leverage the full DEPT® service proposition to design and deliver innovative solutions for complex client needs. * Architect and implement operational processes to enhance account efficiency and streamline day-to-day delivery. * In collaboration with Group Account Director, drive Quarterly Business Reviews (QBRs) by demonstrating deep expertise in client strategy, brand positioning, and audience challenges. Communication:  * Build excellent working relationships with key clients – regular meetings, planning, briefing, evaluation. 
 * Manage expectations within a complex stakeholder framework and drive consensus  * Ensure internal teams are bought into the direction for the team.  * Manage conversations and resolve issues confidently and diplomatically * Translate complex briefs into clear, actionable ones for internal teams  Commerciality  * Own the financial reporting against the account you work on - weekly, monthly and quarterly reporting of burn to support internal and client conversations.  * Oversee the commercial health of your workstream, managing resource planning, scope, and profitability. * Accountable for accurate account burn and capacity reporting providing clear performance narratives and recommendations to senior stakeholders.  * Monitor team time and burn reports weekly, ensuring accurate tracking and effective servicing levels. * Drive business development by identifying opportunities and flagging upsell opportunities within existing accounts. * Responsible for project costing, producing Statements of Work (SOWs) and project plans to ensure scope creep is managed.  Management and leadership
 * Line Manage 4-5 client services, directly & indirectly and remain accountable for their performance and development.  * Organise  and manage onboarding new team members in collaboration with People Team.  * Delegate and allocate responsibilities efficiently to manage projects end to end.  * Manage change and effectively cascade information to teams to ensure smooth execution. * Match project tasks with opportunities for development so that employee potential is utilised to the maximum. 
 * Ensures the team understands what success looks like and holds them accountable for delivery against objectives. WHAT WE ARE LOOKING FOR * Experience delivering a broad range of multi-channel marketing communications including digital and direct. 
 * Someone who’s able to lead by example, mentor teams and instil critical thinking and nuanced client services skills, as well as delegate effectively.  * You have the ability understand the client's needs and challenges, to propose a strategic direction and to prioritise accordingly * Someone who is proactive in identifying process optimisations and solutions into fruition, and briefing teams to new ways of working. * A strategic thinker who can make decisions autonomously, as well as achieve buy-in to ways of working with both internal teams and clients. * Extremely organised, with the ability to manage multiple projects simultaneously. 
 * Ability to work under pressure and meet and manage deadlines with ease and efficiency. * Excellent negotiator with good networking ability.  * Ability to communicate effectively with a team giving guidance and feedback.  * Resource management skills and ability to handle complex issues.  * Understanding of the production & interactive processes. * Ability to manage and develop client and supplier relationships.  * Proven business development experience and success.
 * Advanced working knowledge of Google Suite.
 * German language skills are a big plus, but not necessary WE OFFER * Flexible hybrid working policy (2 days at the office, depending on location); * Company pension scheme. * Lease bike options / JobRad and 25% subsidy for the Deutschlandticket. * Stay happy and healthy with a contribution to your health through the OpenUp platform. * €30 per month - You can use the flexible package for digital food stamps and/or fitness providers/sport clubs/massage studios, internet costs, and/ or public transport. * Future Bens - Exclusive access to sustainable, healthy products at attractive deals. * Social events, plenty of opportunities to connect with colleagues through organised activities and celebrations. * A reputation for doing good. DEPT® has been a Certified B Corp® since 2021 [https://www.deptagency.com/en-gb/insight/dept-is-a-certified-b-corporation/] and named ‘Agency of the Year’ at both The Lovies and The Webby Awards. * Awesome clients. Whether big or small, local or global — at DEPT® you’ll get the opportunity to work with clients of all sizes and across all industries. And we celebrate all of our successes together! * The opportunity for possibility. We want to enable you to do what you do best and help you develop your skills further with training, development and certifications. * Global annual DEPT® Cares Month [https://www.deptagency.com/dept-cares-day-2023/] in which employees come together and donate their skills to support local charities. WHY DEPT®? We are a Growth Invention company built to help the world’s most ambitious brands grow faster. Operating at the intersection of technology and marketing, we create what is next by pioneering ideas, acting fast, and moving further because standing still just is not in our DNA. We are drawn to people who stay curious, move with intent, and never stop inventing. Our culture runs on three values: better together, relentlessly curious, and get sh*t done. It is how we work, how we grow, and how we make things that matter. At DEPT®, you will find the freedom to explore, the space to collaborate, and the trust to make a real impact for our clients, for each other, and for the world we are helping to build. DIVERSITY, EQUITY & INCLUSION  At DEPT®, we take pride in creating an inclusive workplace where everyone has an equal opportunity to thrive. We actively seek to recruit, develop, nurture, and retain talented individuals from diverse backgrounds, with varying skills and perspectives. Not sure you meet all qualifications? Apply, and let us decide! Research shows that women and members of underrepresented groups tend not to apply for jobs when they think they may not meet every requirement, when in fact they do. We believe in giving everyone a fair chance to shine. We also encourage you to reach out to us and discuss any reasonable adjustments we can make to support you throughout the recruitment process and your time with us. Want to know more about our dedication to diversity, equity, and inclusion? Check out our efforts here [https://www.deptagency.com/the-good-company/].