Senior Product Manager - CX Tech
Senior Product Manager - CX Tech
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1 Vacancy
Job Description
At Catawiki every day brings the extraordinary! Whether its a or we encounter exceptional objects every day.
Were a oneofakind marketplace for buying and selling special objects! Each week we offer over 75000 unique items in auction carefully curated by our passionate inhouse experts.
Having sold over 20 million unique objects to date were on a mission to become the worlds most popular destination for special objects. As a growing diverse and sustainable scaleup we proudly live by our core values:
- Taking ownership and driving impact
- Being open to change and feedback
- Being passionate about our mission and our customers.
If these values resonate with you wed love to explore how you can join us on this exciting journey!
What you will do
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 were rapidly expanding were 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 gogetter who can embrace uncertainty and is not afraid to step into uncharted territory. We need you to uncover this complexity we will do this stepbystep 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.
Product challenges
As a Sr. PM CSTech 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 ratings
- Market knowledge: Use knowledge on customer support industry best practices and trends to continuously optimise our customer support department (e.g. selfservice tooling large language model development etc)
- Communication: Ensure ongoing alignment with CX department Clevel and other relevant stakeholders on this high priority topic
- Analysis: Proficiency in data analysis to identify opportunities and areas for improvement in the customer support customer journey and underlying processes
- Problem solving: Ability to quickly assess customer issues and come up with resolutions to ensure a positive customer support experience for our users
- Team collaboration: Collaboration with cross functional teams such as Data Science Customer Support Design and other internal departments
- Adaptability: Flexibility to adapt to changing customer needs business needs and changing technology
- Leadership: Ability to inspire and motivate engineers and internal stakeholders to deliver on ambitious plans
What youll 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 play.
- Ability to pose probing questions to quickly and fully understand and structure the challenge at hand
- Ability to converge on a vision a plan or next steps quickly even in the presence of conflicting views
- Ability to substantiate any claim with relevant (data) inputs and you can clearly communicate this to the relevant stakeholders
- An intrinsic motivation to drive improvements and overcome resistance to change.
- Familiarity with a/b experimentation; Youre 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; Youre a selfmotivated 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 focused
Why Youll 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. Were a passionate diverse and collaborative team of 800 Catawikains and 60 nationalities all coming together to build a oneofakind marketplace. We foster an inclusive and queerfriendly 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 Lifes Moments with us at Catawiki. When you join us youll receive a 100 Catavoucher and on each birthday youll 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 lifes big moments like marriage engagements or moving house.
Please note that benefits can vary by location. For specific information regarding whats 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% remotesuch as for certain expert or sales positionsthen that arrangement will apply.
Interested
Apply directly with an English CV and cover letter by submitting your information at the bottom of this page. By submitting your application you agree to .
If youre excited about this role but your past experience doesnt align perfectly with every qualification in the job description we encourage you to apply anyway. You may be just the right candidate for this or other roles.
Employment Type
Full Time
