Senior Product Manager (FTC), EU After Market Services
DESCRIPTION
Please note this is a 9-months Fixed Term Contract.
We are hiring a Senior Product Manager to help us reduce unreturned concessions, including customer return fraud. Do you enjoy working in a fast-paced environment to solve impactful issues via innovative solutions? Do you like rolling up your sleeves, diving deep in complex and ambiguous situation and turning it into tangible action plan and results? Do you have proven experience in stakeholder management, strategic thinking, and detailed execution? If so, this role may be for you.
You will own and develop a roadmap to improve our Customer Return processes, focusing on deterring abuse and reducing customer return fraud. In this cross-functional role you will be responsible for monitoring ongoing levels of fraud for customer returns, optimizing fraud detection processes in FC, identifying new fraud schemes and implementing measures to prevent or mitigate P&L impact from fraud. You will need to closely collaborate with key stakeholders across various functions to deliver projects that directly impact customers and our processes. These include Buyer Abuse Prevention, EU finance, EU Reverse Logistic Operations, CReturn transportation, EU legal, Customer Service, and various tech teams. Partnering with these teams, you will drive a roadmap to implement scalable and innovative solutions to deter abuse and reduce financial impact from bad actors, while safeguarding experience for genuine customers.
To be successful, you rely on strong problem-solving and influential skills that help you effectively deliver at scale. You will have to dive deep in our data to identify new opportunities and build targeted action plan. Earning trust is also key in order to deliver results through others even without direct authority. You have an ability to roll-up your sleeves and get into the details of our processes, while continuing to think big and innovate. You also show good ownership and judgment to manage issues and escalation when they arise.
The role can be based out London, Luxembourg or Madrid. It also requires to travel 10-15% of the time.
Key job responsibilities
- Own and develop a roadmap to reduce customer return fraud in EU, and improve fraud detection processes in FC
- Dive deep to identify new fraud schemes, be fast and agile to implement targeted actions, escalate when needed
- Build strong relationship with partner teams to influence and define roadmaps in EU and WW
- Drive strategy document (up to VP level) to help leadership make informed decision on ambiguous and controversial topics
- Report effectively on KPIs in business reviews to internal stakeholders and leadership team.
About the team
EU After Market Services (AMS) team’s mission is to help customers keep what they bought, and to provide a great customer experience by improving our returns processes and eliminating waste. We aspire to zero for customer returns: zero waste, zero cost, and zero defects.
BASIC QUALIFICATIONS
- Bachelor's degree or equivalent
- 5+ years of experience, including product/project management or consulting roles
- Ability to work cross-functionally, partner with multiple teams and lead by influence
- Strong communication skills, both verbal and written
- Excellent analytical skills, proficient knowledge of Microsoft Office tools
- Strong bias for action, able to manage multiple priorities
PREFERRED QUALIFICATIONS
- Advanced knowledge of SQL and Quicksight
- Experience in reverse logistic operations is a plus
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