Product Manager – Core Service

How do you make our customers happy?

Excellent service has been one of bol’s differentiators in the online retail market. Customers mention service as one of the top 3 reasons why they shop at bol. Within the Product department Core Service, we are responsible for the full after sales journey of customers and for providing the best tools to support our service operations department and retail partners to handle customer service cases. Besides that, the core service team also enables partner service to give the best B2B service possible to our retailers.

What you’ll be doing as Product Manager Core Service

As product manager, you’ll lead an entrepreneurial team of product, engineering, data and design experts. Your responsibilities will be:

• Discover new cost saving opportunities by using data insights
• Define hypotheses, run experiments, and test solutions with real customers.
• Work hands-on with external vendors, engineering team, designers, and domain experts to build prototypes and MVPs.
• Ensure delivery of solutions at scale to deliver on the financial saving targets.
• Balance speed and flexibility with enough structure to learn and grow.

The new product vision of Radical Self Service, which should result in a substantial increase in automated handling of customer service cases, requires architectural landscape changes, while at the same time ensuring operational stability to handle over 1 billion notifications, 7 million cases and 60 million interactions.

3 reasons why this is (not) for you

Not for you

• A meeting to decide if we should have a meeting? Calendar Tetris is your favourite sport, and outcomes are something you schedule “later.”
• Treat data like astrology You think data is spot‑on when it confirms your gut, and “just noise” when it doesn’t—stars only align on your terms.
• Stakeholders are vampire-hunters You think stakeholders are annoying and only there to keep you from really progressing your set-in-stone roadmap.

For you

• Ready to build an airplane in the sky You dare to innovate while changing the operational landscape.
• The perfect mix You are an experienced product manager with an interest in technology and a strong business mindset.
• Balance is key You are not afraid to define a roadmap that balances business outcomes with IT architecture improvements.

What we’re looking for

• 4+ years of experience in product management, ideally in customer services.
• Proven track record in problem discovery, hypothesis testing, and scaling solutions.
• Ability to be predictable and provide data-proven outcomes.
• Ability to focus on technical improvements without losing customer focus.
• Excellent communication skills; able to align stakeholders while keeping speed.

Why this role?

• Be part of the only product area in bol that combines journey and core capabilities.
• Work closely with the most customer and partner centric teams at bol.
• Experience directly the impact of your work on customers, partners and bol colleagues.

Our colleagues work hard to make the daily lives of our customers easier and more fun. But of course, we do this in an inspiring and creative environment!

Bol wants to ensure that you make the best possible transition. We offer relocation assistance to the Netherlands from the moment you have the job.