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Senior Product Manager
Há 1 mês
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Catawiki is touching extremes in terms of categories as well as object values. We sell objects ranging from the average Art House Poster to Hard to Find Stamps, to Antique Weaponry, to Loose Diamonds and Classic Cars. We are dedicated to making every sale a great experience for buyer and seller but at times our customer service needs to support either to answer questions or to look into a dispute.
Catawiki has very challenging growth ambitions. In that context it is important our customer service department grows with those ambitions. A large extent of that growth can be achieved by building the right technological building blocks for CS ranging from automated workflows all the way to implementing the latest AI capabilities.
As we're rapidly expanding, we're looking for an experienced Senior Product Manager CS Tech to strengthen our team of high performing Product Managers, Engineers, Designers and Data Scientists.
Success in the role Catawiki is focused on delivering the best customer support user experience that we can provide to our buyers and sellers, each with their distinct needs and challenges. Enhancing the customer support user experience within Catawiki forms the interesting area where we are both optimising for user delight on both buyer and seller side simultaneously, while at the same time also solving our own operational challenges. Balancing these goals is a complex challenge with a business critical impact on both our buyers and sellers. To be successful in this role you need to be a go-getter, who can embrace uncertainty and is not afraid to step into uncharted territory. We need you to uncover this complexity, we will do this step-by-step whilst always having the end goal in mind. We favor people who are humble, curious and confident, people who are as ambitious as Catawiki is and as passionate as our buyers and sellers. People who can be great partners with the various stakeholders you would be working with.
As a Sr. PM CS-Tech at Catawiki, you will work with a multidisciplinary team within our Fulfillment vertical on the following:
Customer experience management: Enable Customer Support (CX) department to more effectively service our buyers and sellers while improving CSAT ratingsMarket knowledge: Use knowledge on customer support industry best practices and trends to continuously optimise our customer support department (e.g. self-service tooling, large language model development etc)Communication: Ensure ongoing alignment with CX department, C-level and other relevant stakeholders on this high priority topicAnalysis: Proficiency in data analysis to identify opportunities and areas for improvement in the customer support customer journey and underlying processesProblem solving: Ability to quickly assess customer issues and come up with resolutions to ensure a positive customer support experience for our usersTeam collaboration: Collaboration with cross functional teams such as Data Science, Customer Support Design and other internal departmentsAdaptability: Flexibility to adapt to changing customer needs, business needs and changing technologyLeadership: Ability to inspire and motivate engineers and internal stakeholders to deliver on ambitious plansWhat you'll bring In addition to your demonstrable experience as a Product Manager in a fast growing online company, you also have:
An interest and curiosity in the world of (online) auctions and/or being a passionate enthusiast in one of the areas Catawiki plays.Ability to pose probing questions to quickly and fully understand and structure the challenge at handAbility to converge on a vision, a plan or next steps quickly, even in the presence of conflicting viewsAbility to substantiate any claim with relevant (data) inputs, and you can clearly communicate this to the relevant stakeholdersAn intrinsic motivation to drive improvements and overcome resistance to change.Familiarity with A/B experimentation; You're aware that valuable information comes from both positive and negative results through experimentation.Energy, a commercial focus, and a sense of urgency to everything you touch; You're a self-motivated and results driven person who is not afraid to get their hands dirty to solve a problem.Experience as a Product Manager, ideally payments and/or commercially focusedWhere you'll be This role is based in Lisbon, Portugal, with a relocation package for those moving from abroad. To support your onboarding, we'll arrange regular travel to Catawiki's Amsterdam office, ensuring you feel fully integrated.
Why You'll Love Working with Us Create a Visible Impact by working at scale in a global organisation that serves millions of customers across 80+ categories. In our flat structure, every role has a broad scope that directly impacts both our customers and the business.Learn and Grow with Us through our Learning & Development initiatives, which include clear development plans and mentorship programmes designed to support your career progression.A Culture of Connection defines us. We're a passionate, diverse and collaborative team of 800+ Catawikains and 60+ nationalities, all coming together to build a one-of-a-kind marketplace. We foster an inclusive and queer-friendly work environment, committed to making every Catawikian feel welcomed and empowered. Whatever your story, we encourage you to bring your unique perspective to our team.Celebrate Life's Moments with us at Catawiki. When you join us, you'll receive a €100 Catavoucher, and on each birthday, you'll get a €50 Catavoucher to celebrate. Enjoy an extra day off each year to "Pursue Your Passion". We also recognise significant work anniversaries (3, 5, 8, 10 years) with additional time off, plus extra leave for life's big moments like marriage, engagements, or moving house.Please note that benefits can vary by location. For specific information regarding what's available in your country, please consult your recruiter.
Our Offices and Way of Working Our vibrant offices in Amsterdam, Paris and Lisbon are designed to inspire and connect. Most Catawikians are within commuting distance of one of our offices and enjoy the flexibility of a hybrid work model. This means we typically ask you to be in the office 2 out of 5 days, roughly 40% of your working time, to collaborate and connect with your colleagues. Of course, if the job description specifies that the role is 100% remote—such as for certain expert or sales positions—then that arrangement will apply.
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