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Originele vacaturetekst

Senior Product Manager - Customer Care Technology (w/m/d)


As the Senior Product Manager, you will be at the forefront of ushering the next chapters of customer care experience and contact automation. By improving the Customer Service experience for Zalando’s customers via chatbot, voice automation and other innovations leveraging machine learning and process automation, your vision will drive business value and improve the overall customer experience.

You would own the product vision for your product area, influence partner teams towards your vision, determine and build business metrics to help prioritize and drive execution towards the vision. You will be part of a rock-star team of product managers - all passionate about customer experience, and enhancing the life of our colleagues in customer care by leveraging data guided product strategy and cutting edge technology. You will work closely with our engineers, data analysts, designers and copy-writers along the 4D-product cycle.

Based on your strategy, you would also play a key role to design and drive Zalando’s customer care of the future. See some of our team’s press coverage for innovation in the customer care space.

This role reports to a Principle Product Manager.


Identify new opportunities for automation within Zalando Customer Care and drive their creation from ideation to implementation, back up your decision and ideas through data-driven insights and a high degree of customer centricity.

Develop and execute the product vision with your team, while collaborating with the engineering team to set shared priorities for the joined roadmap.

Define KPIs for your area, understand how they impact our business performance long term and monitor success over time
Collaborate closely with stakeholders across the entire company.


An experienced, data driven and collaborative Product Manager with a strong customer focus
Have extensive experience in discovering new opportunities and driving products from concept to scale.
Have experience in defining the product vision, Northstars and aligning teams and partners with shared and measurable goals.
You know how to measure the success of your product and continuously iterate to improve it for the benefit of our customers. You enjoy generating insights and basing decisions on data
Excellent verbal and written communication skills and ability to work across multiple teams, align goals and deliverables and drive overall success independently of organisational boundaries.Our team is important to us and we are looking to have a great team player to join us who enjoys jointly celebrating the team’s successes.

Experience with machine learning products and an understanding of their possibilities and limitations.


Zalando is Europe’s leading online platform for fashion, connecting 32 million active customers with brands and partners across 17 markets.

We celebrate diversity and are committed to building teams that represent a variety of backgrounds, perspectives and skills. All employment is decided on the basis of qualifications, merit and business need.


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