Sr Product Manager

Role: Senior Product Manager

Location: Hybrid London Office (minimum 1 day per week in office), (some international travel required)

About the role:

We’re looking for an exceptional Senior Product Manager to join us in our mission to revolutionise ecommerce returns. As returns volumes have grown, retailers and logistics businesses have seen the cost and environmental impact spiral. We help those businesses improve profitability around returns, while maintaining a top-class customer experience.

This role is an exciting opportunity to drive forward one of our fastest-growing product lines: our self-service drop-off product has transacted over 40 million returns since launch in 2022, and we are scaling this up even further. You will sit within the self-service team with responsibility to drive this solution to scale effectively. You will contribute to our product roadmap and overall strategy as well as getting hands on with delivery.

We’re building this product into a new space, so there is loads of scope to identify problems, prototype creative solutions, and iterate on what works. If this sounds of interest then we would love to hear from you!

Key Responsibilities

Product Vision and Strategy

• Define, iterate, and evangelise the vision and strategy for your product area.
• Develop a deep and nuanced understanding of our target customers, combining market research, customer insights, and data to understand and prioritise the key problems we should be tackling.
• Analyse key metrics and product usage data to ensure we are making progress towards company goals and identifying both problem and opportunity areas.

Product Delivery and Execution

• Work within a cross-functional squad to execute our product roadmap, from problem definition through to build, release, and refinement.
• Lead refinement and breakdown sessions, working with the team to take ideas to a deliverable, testable solution.
• Build resilience and strong enterprise practices into product development.

Cross-team Collaboration

• Work closely with our on the ground Operations teams to ensure our self-service solutions are highly available to customers, taking account of hardware interactions and customer use (and misuse), while minimizing the need for store associate interventions.
• Collaborate with our hardware partners to ensure the product is fit to scale, and enhancements meet customer needs and our business strategy.
• Establish strong alignment with Executive team, Sales, Marketing and Customer Success as the go-to expert for your product area.
• Advocate for best practices and product management excellence, helping to evolve the team and continually improve how we work.
• Support on our most ambitious sales opportunities – helping to push them over the line when needed!

Key skills and requirements

• Commercial experience within product management, shipping world-class products from concept to launch.
• Master relationship builder – able to connect very easily with people from various backgrounds, nationalities, and perspectives.
• Comfortable dealing with ambiguity, with the relentlessness, creativity, problem-solving ability, and confidence to drive the team towards clarity.
• Uncompromising focus on user-centric design, data, research, and well-honed judgement to ensure focus on making the biggest difference to customers.
• Clear understanding of what it takes to deliver software at an enterprise scale including stable releases, production resilience, and proactive notification of issues.
• Familiarity with deploying software on hardware or IoT devices, including monitoring of availability, management of upgrades, and hardware lifecycles.
• Appreciation of the opportunities and challenges with eCommerce logistics – if only as a consumer.