Job Description

Location
Berlin
Contract
Full time
Job Category

THE ROLE & THE TEAM

Are you a visionary product leader passionate about crafting exceptional customer experiences and leveraging the power of 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 organization. In this pivotal role, you 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: https://jobs.zalando.com/en/what-we-do/product-management

INCLUSIVE BY DESIGN

At Zalando, our vision is to be the leading pan-European ecosystem for fashion and lifestyle e-commerce - 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://jobs.zalando.com/en/our-culture/diversity-and-inclusion

WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)

You’ll own the end-to-end customer experience, defining and continuously improving the holistic journey across all digital, automated, and human-assisted channels. You’ll 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’ll 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’ll define the product strategy for defect reduction dashboards and tooling used by internal stakeholders to identify, analyze, and resolve customer-impacting issues. You’ll own policies affecting the customer's post-purchase experience and lead the content management strategy across all customer interaction channels. You’ll 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’ll 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’ll effectively communicate the product vision, strategy, and roadmap to a wide range of stakeholders across Engineering, Design, Customer Operations, and other business units.

WE’D 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