Product Director, Trust & Compliance

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 beautiful headquarters in Vienna, we operate as a remote-first company and have been recognised as a Top DACH Employer by Kununu for four consecutive years. Our mission is to make sustainable consumption the easy choice by enabling customers to buy products up to 40% cheaper while significantly reducing CO₂ emissions. If you thrive in an environment that values momentum, ownership, and impact, you’ll feel at home here. We’re a fast-paced, high-performance team that works hard and challenges itself everyday. To enable this high-performance every team member enjoys full autonomy over their location (we’re remote-first). At refurbed, we make refurbished products a trusted alternative to buying new. 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. The Role: 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, working closely with Engineering, Analytics, Customer Service, Operations, Finance, and Legal. You will 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, and scalable systems that support responsible growth. You will help teams move beyond individual requests to solve the underlying problems, improve customer outcomes, and reduce avoidable operational work. WHO YOU ARE: 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. Location & eligibility: 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. WHY YOU WILL ENJOY WORKING WITH US: Our Culture and Values: Decisions should be made based on facts and not by hierarchy levels? We sure think so! We embrace giving and receiving feedback, testing and welcoming new ideas, as well as sharing our knowledge across the company. You fail sometimes? Well, so do we! We’re all just human, let’s learn from our mistakes to improve in the future! No matter who you love, where you’re from, who you pray to, whether you pee sitting down or standing up – we are a bunch of talented people who enjoy spending our time making a difference! Personal & Professional Development: You'll have 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. We partner with Likeminded, offering you private sessions with experts for your personal growth and mental health. We frequently host internal workshops, allowing our teams to further develop their skills in different areas and enhancing collaboration across departments. Flexibility: We care about a healthy work/life balance. We not only function and support a fully remote setting but also offer the possibility to work from our beautiful office in the vibrant heart of Vienna – we love dogs, so feel free to bring your furry little buddy too. We trust you to do the best job, so we don't care so much when you do it – you are able to self-organize. You will also be invited to take part in our office weeks, happening three times a year, where you will have the chance to work side by side with your colleagues and enjoy the team-building events and on-site workshops. …and much more! See https://careers.refurbed.com/ for further insights!