Senior Product Manager – Customer Self-Service

Making excellent service one of bol’s differentiators in the online retail market

How do you make our customers happy?

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 Senior Product Manager Customer Self-Service

As senior product manager, you’ll lead an entrepreneurial team of product, engineering, data and design experts, focused on the customer front-end in app and web, the “Mijn Bol” environment. “Mijn Bol” is the central hub where customers find all their after‑sales information, ranging from order information to the return flow to paying open invoices and much more. This is the first place where customers go when they have questions, so this where you can make impact: both by improving the customer experience (happy customers) and by preventing customer service cases (cost savings).

The main objective for Customer Self-Service is to make it easier for our customers to get insight in the status of their orders and solve issues themselves online, without the need for interaction with a service expert. Your responsibilities will be:

• Discover new opportunities by using data insights
• Define hypotheses, run experiments, and test solutions with real customers.
• Work hands-on with an engineering team, designers, and domain experts to build prototypes and MVPs.
• Ensure completion of migration to the new Simple Shop Architecture.
• Work closely with the other product managers in Core Service and in the Customer Journey teams to ensure a seamless end-to-end customer experience.

3 reasons why this is (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.”
• Data is the new astrology. It’s spot‑on when it confirms your gut, and “just noise” when it doesn’t—stars only align on your terms.
• Flexibility is for acrobats, not product managers. You can only work with a set-in-stone 3 year roadmap

• Innovation is priority You dare to innovate while ensuring self-service to our customers continues uninterrupted.
• Customer crazy You have a true customer-first mindset and a genuine interest in customer service.
• Take a leap You are not afraid to fail fast, learn and improve on a visible product.

What we’re looking for

• 6+ 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.
• Excellent communication skills; able to align stakeholders while keeping speed.

Why this role?

• Lots of autonomy to define your own product vision and roadmap
• Work closely with the most customer centric teams at bol.
• Improve one of the most visited parts of the bol website and app

Perks of having a blue heart

Flexible working

We bring the best of both worlds together by working 50% at the office and 50% at home. This way, we find a balance between organisational and individual needs.

On and off

At bol we understand like no other that you have to take care of yourself first, then your environment and then bol. In that order. Therefore, everyone at bol receives 29 days of vacation.

The culture and the office

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!