Senior Product Manager - Customer Care Technology (all genders)

Recruiter
Zalando
Location
Berlin
Posted
22 Jun 2022
Closes
11 Sep 2022
Ref
4321819
THE ROLE & THE TEAM
As the Senior Product Manager, you will be at the forefront of ushering in the next chapters of customer care, self-help experience and contact automation by actively leveraging machine learning. By improving the Customer Service experience for Zalando's customers by leveraging machine learning and automation, your vision will drive business value and improve the overall customer experience.

You would own the long-term vision for key aspects of customer contact and self-service experience, influence partner teams towards your vision, and determine and build business metrics to help prioritize and drive execution towards the vision. You will be part of a rock-star team of product managers - all passionate about customer experience, and enhancing the lives of our colleagues in customer care by leveraging data-guided product strategy and cutting-edge technology. You will work closely with our engineers, applied scientists, data analysts, designers, and copy-writers along the 4D-product cycle.

Based on your strategy, you would also play a key role to design and drive Zalando's customer care of the future.
INCLUSIVE BY DESIGN
At Zalando, our vision is to be the starting point for fashion - one that is inclusive by design. We only assess candidates based on qualifications, merit, and business needs. We welcome applications from people of all gender identities, sexual orientations, personal expressions, racial identities, ethnicities, religious beliefs, and disability statuses. We only want to know why you're great for this role, so please avoid including your picture, age, and marital status in your CV as well.

We want to provide you with a great candidate experience. Please feel free to inform us of any accommodations you may need, so we can best support and assist you throughout the hiring process.

do.BETTER - our diversity & inclusion strategy: https://corporate.zalando.com/en/diversity-inclusion
Our employee resource groups: https://corporate.zalando.com/en/diversity-inclusion/our-employee-resource-groups
WHY YOU SHOULD BE INTERESTED
  • You will identify new opportunities for leveraging machine learning to elevate Customer self service and contact experience , lay down the strategy for channel allocation, drive proactive communication and drive their creation from ideation to implementation, back up your decision and ideas through data-driven insights and a high degree of customer centricity
  • You will develop and execute the product vision with your team, while collaborating with the engineering team to set shared priorities for the joined roadmap
  • You will define KPIs for your area, understand how they impact our business performance long term and monitor success over time
  • You will collaborate closely with stakeholders across the entire company
WE'D LOVE TO MEET YOU IF...
  • You are an experienced, data-driven and collaborative Product Manager with a strong customer focus
  • You have extensive experience in discovering new opportunities and driving products from concept to scale
  • You have experience in defining the product vision, Northstars and aligning teams and partners with shared and measurable goals
  • You have experience with ML products and an understanding of their possibilities and limitations, have worked with data/applied scientists and researchers for the ML roles
  • You know how to measure the success of your product and continuously iterate to improve it for the benefit of our customers. You enjoy generating insights and basing decisions on data
  • You have excellent verbal and written communication skills and ability to work across multiple teams, align goals and deliverables and drive overall success independently of organizational boundaries


ZALANDO BENEFITS
Career Development
  • We offer peer-to-peer performance reviews twice a year
  • Learn and develop through our extensive Zalando training platform
  • Join regular all-hands, team meetings, Q&A-sessions, and quarterly anonymous employee surveys to ask your questions and provide your feedback
  • Support from an international team of experts; mentoring and professional development opportunities

Wellbeing
  • 2 days paid leave per year for volunteering
  • Minimum of 27 holiday days per calendar year
  • Online sports courses, wellbeing, and nutrition advice offered by Humanoo personal wellbeing coach app
  • Mental wellbeing support by our Employee Assistance Program and professional consultants to help you find health resources

Flexibility
  • Flexible working hours
  • Relocation assistance available - subject to prior agreement
  • Home office equipment available for hybrid working, to support you working from home
  • Hybrid working model with 60% remote per week
  • Opportunity to work from abroad for 30 (working) days per calendar year

Financial
  • Access to the employee shares program
  • 40% shopping discount on products shipped and sold by Zalando, and 30% discount on Zalando Lounge
  • Discounts from a wide range of external partners

Family
  • Employee parents' forums and employee resource group
  • Supported transition into and out of parental leave, with a buddy and re-onboarding plan
  • 3 fully-paid child sick days per year
  • Free counselling, assistance, and referral service for all matters concerning yourself and your family via the F├╝rstenberg Institute
ABOUT ZALANDO
It's the perfect time to join Zalando on our journey, from being a pioneer in the world of e-commerce, to the starting point for fashion in Europe. We connect customers, brands, and partners across 23 markets.

Help us drive digital and sustainable solutions for fashion, logistics, advertising and research, bringing head-to-toe fashion to more than 49 million active customers through a team of diverse skill-sets, cultural backgrounds, and interests.

Our values: https://jobs.zalando.com/en/our-founding-mindset

do.More - our sustainability strategy: https://corporate.zalando.com/en/sustainability

Follow us on Instagram: instagram.com/insidezalando

Please note that all applications must be completed using the online form - we do not accept applications via email.

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