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Head of Product - Trust & Compliance (f/m/x) - remote
Contract type
Ongoing
Work mode
Remote · Europe
Experience
Senior · 8+ years
Job description
Head of Product – Trust & Compliance at refurbed, leading the product teams covering Delivery & Returns, Customer Success, and Compliance. The role owns product vision, strategy, and people development for this area, reporting to the VP of Product.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Europe
What you'll do
- Set the direction: turn company strategy into a clear product strategy for Trust & Compliance, with explicit priorities, trade-offs, and measurable outcomes across squads
- Lead and develop people: coach Product Managers and designers, raise the bar for product judgment and execution, and build clear ownership so teams can work independently
- Improve the experience after purchase: help customers navigate delivery, returns, refunds, and support with greater clarity and less effort
- Build scalable service capabilities: partner with Customer Service and Operations to prevent recurring problems, improve self-service, and make internal tools and workflows more effective
- Embed compliance into product development: work with Legal and relevant specialists to turn requirements into practical customer experiences, reliable controls, and maintainable systems
- Balance customer and business outcomes: make informed trade-offs between customer trust, service quality, cost to serve, risk, and delivery speed
- Create cross-functional alignment: clarify responsibilities and dependencies across Product, Engineering, Operations, Finance, Legal, and other product areas
- Strengthen discovery and learning: combine customer and seller research, operational feedback, product data, and experiments to identify the most valuable problems
What we're looking for
- Significant product management experience, typically +8 years, including +2 years of directly managing and developing Product Managers and leading across multiple squads
- A track record of creating clear product direction in complex areas involving customer-facing experiences, internal systems, and operational processes
- Experience delivering measurable improvements in one or more relevant domains: post-purchase journeys, customer service, delivery and returns, payments, risk, or compliance-related products
- Strong people leadership: can coach experienced ICs, give direct feedback, address performance gaps, and delegate meaningful ownership
- Strong product and UX judgment, with the ability to help teams turn complex requirements into simple, usable experiences
- Analytical fluency and the ability to connect customer outcomes, operational performance, and business impact
- Technical fluency: can reason with Engineering about integrations, data quality, dependencies, failure modes, and the trade-offs between building and buying
- Strong stakeholder management and clear communication, including when priorities conflict or a requirement is non-negotiable
- Motivation to contribute to sustainable consumption and comfort working in a remote, asynchronous environment
- Based in Europe (including UK) with a valid right to work
Nice to have
- Marketplace or e-commerce experience
- Experience partnering with Legal, Finance, or risk specialists
Your team
Trust & Compliance
An area spanning Delivery & Returns, Customer Success, and Compliance
Benefits
- Dedicated learning budget within your department for courses, conferences, or other learning opportunities
- Partnership with Likeminded, offering private sessions with experts for personal growth and mental health
- Frequent internal workshops to develop skills and enhance collaboration across departments
- Fully remote setting with the possibility to work from the office in Vienna
- Office weeks three times a year with team-building events and on-site workshops
Apply
Direct apply at refurbed
Opens the job posting at refurbed
About refurbed
Europe's fastest-growing marketplace for refurbished products
Founded in 2017, refurbed is Europe's fastest-growing marketplace for refurbished products, active in 23 European countries and having surpassed €2Bn in GMV — all while being profitable. With headquarters in Vienna, refurbed operates as a remote-first company and has been recognised as a Top DACH Employer by Kununu for four consecutive years.
Mission
To make sustainable consumption the easy choice by enabling customers to buy products up to 40% cheaper while significantly reducing CO₂ emissions.
Key facts
- 2017
- Vienna
- E-commerce
- Active in 23 European countries
- Surpassed €2Bn in GMV
- Profitable
- Remote-first company
- Recognised as a Top DACH Employer by Kununu for four consecutive years
Partners & customers
Likeminded
What they value
- Decisions should be made based on facts and not by hierarchy levels
- Giving and receiving feedback, testing and welcoming new ideas, and sharing knowledge across the company
- Learning from mistakes
- Momentum, ownership, and impact
- Full autonomy over your location