Head of Product – Trust & Compliance

refurbed

. Own the product vision, strategy, and team development for Delivery & Returns, Customer Success, and Compliance .

Posted 10/22/2026full-timeRemote • AustriaLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive product management expertise with a focus on developing product vision and strategy, enhancing customer experiences, and embedding compliance into operational processes. Proven ability to lead cross-functional teams and deliver measurable improvements in customer service and post-purchase journeys.

Highest-signal resume keywords

Product Management ExperiencePeople LeadershipAnalytical FluencyStakeholder ManagementTechnical Fluency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Product StrategyCustomer Experience DesignOperational Process ImprovementData AnalysisCompliance IntegrationProduct DirectionPost-Purchase Journey OptimizationRisk ManagementUX JudgmentIntegration Management

Soft Skills

CoachingClear CommunicationFeedback DeliveryDelegationCross-Functional Collaboration

Industry Keywords

E-CommerceMarketplaceCustomer SuccessDelivery & ReturnsComplianceCustomer ServiceFinanceLegalOperational FeedbackSustainable Consumption

About the role

Key responsibilities & impact

Own the product vision, strategy, and team development for Delivery & Returns, Customer Success, and Compliance
Report to the VP of Product
Develop Product Managers and design capabilities
Work closely with Engineering, Analytics, Customer Service, Operations, Finance, and Legal
Connect customer needs, operational processes, and business requirements into strategy and measurable priorities
Set product direction with explicit priorities, trade-offs, and measurable outcomes across squads
Coach Product Managers and designers and build clear ownership
Improve delivery, returns, refunds, and support experiences
Partner with Customer Service and Operations to prevent recurring problems, improve self-service, and enhance internal tools and workflows
Embed compliance requirements into customer experiences, controls, and maintainable systems
Balance customer trust, service quality, cost to serve, risk, and delivery speed
Create cross-functional alignment across Product, Engineering, Operations, Finance, Legal, and other product areas
Combine customer and seller research, operational feedback, product data, and experiments to identify valuable problems

Requirements

What you’ll need

Significant product management experience, typically +8 years
+2 years of directly managing and developing Product Managers and leading across multiple squads
Track record of creating clear product direction in complex areas involving customer-facing experiences, internal systems, and operational processes
Experience delivering measurable improvements in post-purchase journeys, customer service, delivery and returns, payments, risk, or compliance-related products
Strong people leadership, including coaching experienced ICs, giving direct feedback, addressing performance gaps, and delegating meaningful ownership
Strong product and UX judgment
Analytical fluency connecting customer outcomes, operational performance, and business impact
Technical fluency regarding integrations, data quality, dependencies, failure modes, and build-versus-buy trade-offs
Strong stakeholder management and clear communication
Motivation to contribute to sustainable consumption
Comfort working in a remote, asynchronous environment
Based in Europe, including the UK, with a valid right to work
Marketplace or e-commerce experience is helpful but not required
Experience partnering with Legal, Finance, or risk specialists is helpful but not required

Benefits

Comp & perks

Dedicated learning budget within the department for courses, conferences, and other learning opportunities
Private sessions with experts for personal growth and mental health through Likeminded
Internal skills-development workshops
Fully remote work setting
Possibility to work from the Vienna office
Self-organized working hours
Office weeks three times a year with team-building events and on-site workshops
Dog-friendly office