[Hiring] Head of Product - Trust & Compliance @refurbed

Role Description

We’re looking for a Head of Product – Trust & Compliance to lead the product teams that help customers buy with confidence, receive what they expect, and get effective support when something goes wrong.

You will own the product vision, strategy, and team development for an area spanning Delivery & Returns, Customer Success, and Compliance. Reporting to the VP of Product, you will:

• Develop Product Managers and the design capabilities within your area.
• Work closely with Engineering, Analytics, Customer Service, Operations, Finance, and Legal.
• Connect customer needs, operational processes, and business requirements into a clear strategy and measurable priorities.

Your goal is to make trust part of how the marketplace works:

• Reliable customer journeys.
• Effective issue resolution.
• Scalable systems that support responsible growth.

You will help teams move beyond individual requests to solve underlying problems, improve customer outcomes, and reduce avoidable operational work.

Qualifications

• 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: you 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: you 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.

Requirements

• This role is open to candidates based in Europe (including UK) only with a valid right to work.

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.

Helpful, But Not Required

• Marketplace or e-commerce experience.
• Experience partnering with Legal, Finance, or risk specialists.
• We value strong product leadership and the ability to learn a domain over expertise in every part of this scope.

Benefits

• Access to a dedicated learning budget within your department to support your growth, whether it's courses, conferences, or other learning opportunities that matter to you.
• Private sessions with experts for your personal growth and mental health through our partnership with Likeminded.
• Internal workshops to further develop skills and enhance collaboration across departments.
• Healthy work/life balance with a fully remote setting and the option to work from our office in Vienna.
• Self-organization and flexibility in work hours.
• Participation in office weeks for team-building events and on-site workshops.