Product Manager, Member Support

Details

Information about the position

We're looking for a Product Manager to become a part of the rapidly growing Help Experience product domain. Our Help Experience domain has a direct link to our strategy by driving an effortless support experience and contributing to Vinted's strategic advantage of cost leadership. We work in autonomous, cross-functional teams consisting of engineers, engineering leads, decision scientists, and product designers.

We are establishing a new product team that will make our AI Super Agent vision real: enable a smart conversational experience where our members get immediate resolution even to their most complex problems. Your team will be responsible for bringing information together from across the Vinted platform through APIs to enable an automated decision-making engine based on business rules and policies and building workflows. This is a key role with high visibility across our product organization and has a high impact.

In this position, you’ll

• Design, verify, and automate help processes so members can get an immediate resolution through self-service.
• Collaborate with our Member Support operations Team to achieve it
• Be accountable for driving outcomes, rather than outputs.
• Drive the strategy and roadmap for your team
• Work with your product team to deliver an impact
• Own the product roadmap and vision, ensuring alignment with business goals.
• Tackle ambitious product problems, conducting rigorous product discovery and scoping the solution with meaningful requirements and clear trade-off analysis.
• Set success criteria, identifying and tracking metrics for the product.

About you

• It would be great if you had experience in working with Operation teams, process automation/process design experience
• An eye for detail as well as a passion for products and user experience
• Experience ideally in a scale-up environment
• ‘Yes we can’ mindset
• Strong stakeholder management skills: influence effectively to reach our objectives.
• Strong communication skills, both written and verbal
• A team player who is approachable and enjoys building good working relationships with stakeholder teams.

Work perks

• The opportunity to benefit from our share options programme
• 25 working days of holiday
• Newest MacBook models
• Free access to an office gym
• Mental and emotional health support through the Mindletic app
• Home office support: we provide IT workstation equipment and a personal budget of up to €540 for home workplace furniture
• Private health insurance
• On-site canteen serving delicious homemade food at discount prices
• Frequent team-building events
• A personal monthly budget for shopping on Vinted
• The opportunity to spend up to 90 days per year - 21 of which can be spent working outside of the EU - on workation
• A dog-friendly office

Working at Vinted

Individual Learning Budget

Vinted will set aside a yearly sum equal to 10-13.2% of your annual salary to be invested in your continuous professional development. You’ll be able to take the initiative to use it for covering relevant learning activities that benefit your role.

Hybrid Work

We’ve adopted a hybrid workplace model where 2 days in the office are recommended but not enforced. It’s up to you and your team to decide on the exact days you’ll spend working together in person.

Equal Opportunity

The Vinted Group is committed to building an inclusive workplace where people from all walks of life feel a sense of belonging. We welcome applications from people of all backgrounds, identities, and life experiences. At Vinted, all applicants are treated fairly without regard to their race, age, religion or belief, sex, national origin, citizenship, gender identity, sexual orientation, disability, or any other protected characteristic.