The Role & The Team
Are you a visionary product leader passionate about crafting exceptional customer experiences and leveraging AI? Do you thrive in a fast-paced environment driving impactful solutions that directly improve customer satisfaction and empower internal teams?
Zalando is seeking a dynamic and strategic Head of Product to lead our Customer Care product. This pivotal role will own the end-to-end customer experience across all digital, automated, and human-handled channels, shaping policies, processes, content and digital products. You will champion the integration of cutting-edge technologies including AI tools and AI Agents to revolutionize how we serve our customers and equip our Customer Care specialists.
Find out more about our Product Management team : BY DESIGN
We are committed to a diverse and inclusive recruitment process. We welcome applications from all qualified candidates and we only assess candidates based on qualifications, merit and business needs. We encourage applicants not to include a photo, age or marital status in their CV.
We want to provide you with a great candidate experience. Please inform us of any accommodations you may need during the hiring process.
* our diversity & inclusion strategy : WED LOVE YOU TO DO (AND LOVE DOING)
You will own the end-to-end customer experience, defining and continuously improving the holistic journey across all digital, automated and human-assisted channels.
You will lead, mentor and inspire a team of Product Managers, fostering a product-led culture where success is measured by positive frontline impact and tangible improvements in customer satisfaction.
You will spearhead the identification and implementation of AI tools, AI Agents and LLM tooling to enhance customer interactions, automate support processes and proactively detect customer problems.
You will define the product strategy for defect reduction dashboards and tooling used by internal stakeholders to identify, analyze and resolve customer-impacting issues.
You will own policies affecting the customers post-purchase experience and lead the content management strategy across all customer interaction channels.
You will define and govern a central quality and customer experience framework applicable across all touchpoints, championing the integration of new technologies like AI-powered quality monitoring.
You will act as the primary product representative for the needs of Customer Care specialists in relation to our CRM tool provider, ensuring the platform enables them to deliver exceptional service.
You will effectively communicate the product vision, strategy and roadmap to a wide range of stakeholders across Engineering, Design, Customer Operations and other business units.
WED LOVE TO MEET YOU IF
You have significant experience (8 years) in product management with a strong focus on customer-facing digital products and a proven track record of delivering impactful solutions at scale.
You have demonstrable experience in leading product organizations and fostering a product-led culture focused on customer and business outcomes.
You have a deep understanding of customer experience principles, a proven ability to leverage technology (particularly AI and automation) and strong experience defining product strategies for both digital and assisted customer service channels.
You are a strategic thinker with strong analytical skills able to translate a vision and complex data into actionable roadmaps and product requirements.
You have experience with CRM systems, defining quality frameworks and working in an agile development environment.
You possess excellent communication, presentation and interpersonal skills with the ability to influence and build consensus across diverse teams and stakeholders.
You are fluent in English.
If you think you have what it takes we encourage you to apply even if you dont meet every single requirement. You may just be the right candidate for this or other roles!
OUR OFFER
Zalando provides a range of benefits. Here’s an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer.
Employee shares program
40% off fashion and beauty products sold and shipped by Zalando; 30% off Lounge by Zalando discounts from external partners.
2 paid volunteering days a year
Hybrid working model with up to 60% remote per week. Actual practice is up to each team to best support their collaboration.
Work from abroad for up to 30 working days a year
27 days of vacation a year to start for full-time employees
Relocation assistance available (subject to prior agreement)
Family services including counseling and support
Health and wellbeing options (including Wellhub, formerly Gympass)
Mental health support and coaching available
Drive your development through our training platform and biannual peer-to-peer review
Learn all about Zalando and our values here : Experience :
Director
Key Skills
Bidding, Business Solutions, ABAP, Business Operations, Business Sales, Corporate Marketing
Employment Type : Full-Time
Experience : years
Vacancy : 1
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