Head of Product – Trust & Compliance

This is a fully remote position, open to applicants in Austria.

📋 Description

• Take ownership of the product vision, strategy, and team development for Delivery & Returns, Customer Success, and Compliance.

• Report directly to the VP of Product.

• Cultivate the skills of Product Managers and enhance design capabilities.

• Collaborate closely with Engineering, Analytics, Customer Service, Operations, Finance, and Legal teams.

• Align customer needs, operational processes, and business requirements into a cohesive strategy with measurable priorities.

• Establish product direction with clear priorities, trade-offs, and quantifiable outcomes across different squads.

• Mentor Product Managers and designers while fostering a culture of clear ownership.

• Enhance experiences related to delivery, returns, refunds, and support.

• Collaborate with Customer Service and Operations to mitigate recurring issues, improve self-service options, and optimize internal tools and workflows.

• Integrate compliance requirements into customer experiences, controls, and sustainable systems.

• Balance customer trust, service quality, cost efficiency, risk, and delivery speed.

• Foster cross-functional alignment among Product, Engineering, Operations, Finance, Legal, and other product areas.

• Synthesize customer and seller research, operational insights, product data, and experiments to pinpoint significant challenges.

⛳️ Requirements

• Extensive product management experience, typically encompassing 8+ years.

• A minimum of 2 years in directly managing and nurturing Product Managers, leading multiple squads.

• Proven success in establishing clear product direction in complex environments involving customer-facing experiences, internal systems, and operational workflows.

• Experience in achieving measurable enhancements in post-purchase journeys, customer service, delivery and returns, payments, risk, or compliance-related products.

• Strong leadership capabilities, including coaching experienced individual contributors, providing direct feedback, addressing performance gaps, and delegating significant responsibilities.

• Excellent product and UX judgment.

• Analytical proficiency in linking customer outcomes, operational performance, and business impact.

• Technical knowledge regarding integrations, data quality, dependencies, failure modes, and build-versus-buy considerations.

• Strong stakeholder management skills and effective communication abilities.

• A desire to contribute to sustainable consumption practices.

• Comfortable working in a remote and asynchronous environment.

• Located in Europe, including the UK, with a valid right to work.

• Experience in marketplace or e-commerce is advantageous but not mandatory.

• Familiarity with collaboration involving Legal, Finance, or risk specialists is beneficial but not essential.

🏝️ Benefits

• Allocated learning budget within the department for courses, conferences, and other educational opportunities.

• Private sessions with experts for personal development and mental health support through Likeminded.

• Internal workshops focused on skill development.

• Fully remote working environment.

• Option to work from the Vienna office.

• Flexible working hours.

• Office weeks three times a year, featuring team-building activities and on-site workshops.

• Dog-friendly office environment.