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Digital Product Manager - Shopper Experience in Madrid


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Job Description

At Returnly, we help brands that care about shopper loyalty offer better product returns. We are a financial technology services company that builds award-winning products that drive repurchase behavior and customer loyalty. We were backed at the beginning by smart money VCs in Fintech including some prominent members of the Paypal Mafia. Our headquarters are in San Francisco and we have offices in Chicago and Madrid. We are on a mission to de-risk online commerce and are building a team of amazingly talented people to help us do it.

Returnly has recently been acquired by Affirm, whose mission is to deliver honest financial products that improve lives. By building a new kind of payment network — one based on trust, transparency, and putting people first — Affirm empowers millions of consumers to spend and save responsibly and gives thousands of businesses the tools to fuel growth.

Product at Returnly

The product team at Returnly works to develop both merchant and shopper experiences, build best-in-class user experiences, and lead integrations with industry-leading e-commerce platforms. As a member of the team focusing on the Digital Shopper Experience, you will play an important role in defining and executing the vision for Returnly’s product used by over 10 million shoppers and processing over $1 billion dollars in returns. We’re looking for someone with a strong product and design sense to build the best online returns experience.

What do we offer?

Returnly is a Hybrid Remote/Co-located company operating as Remote-First
As a company, we are set up and able to hire folks in the US and in Spain. We have offices in San Francisco, Madrid, and Chicago, but, folks who live near our offices are very WFH-friendly. Philosophically, we operate as Remote-First, which means that we optimize for the majority of our communication and collaboration to happen asynchronously because we are all spread out across two continents. We really value our time together and make the most of our overlap in time zones, and encourage everyone at Returnly to take part in connecting and our culture.

We have a very flexible approach to working hours. You can stop to go to the gym, get your little ones to or from school, meditate or do whatever you need or want. There is a need for a certain amount of overlap with Pacific Coast working hours needed for meetings and collaboration that does not fit into asynchronous communications, however, we try to prioritize those, and your main collaborators are based in Spain. A lot of people at Returnly have families, we understand the sometimes unpredictable nature of life and we support everyone taking care of their loved ones and themselves, and we trust everyone to take advantage of this flexibility in a responsible way.

We do performance and compensation reviews, and we will try to help you become your better self, be it via mentoring, training, feedback, or the possibility to dab on fields where you are not yet an expert.

You will be provided with an Apple laptop and whatever you need to do your job comfortably and productively. As we are now unable to enjoy our awesome offices, special provisions to help you set up at home will be addressed.

Additionally, Returnly Spain offers some benefits to all its employees, like private medical insurance, extra vacation days, communications and utility costs at home, etc.

About the role

    • You are the voice of the customer — identify market opportunities, study trends, care deeply about the user experience, and understand customer pain points in e-commerce
    • You have a nose for great products and advocate for new features with qualitative and quantitative reasoning
    • Develop a deep understanding of Returnly’s users by conducting research, data analysis, customer interviews, and usability testing
    • Establish and prioritize our product goals, roadmaps, trade-offs, and share these priorities with larger teams
    • Guide product development from discovery to MVP launch to feature iterations
    • You are technical enough to ask engineers good questions about architecture and product decisions alike
    • You do whatever it takes to make your product and team successful, whether that means writing a QA plan or hunting down the root-cause of a user’s frustration
    • Beyond just shipping new products, you obsess about continuous product improvement
    • The more you bring to the table the better. We are a young company, where specialisation is still in process, and we believe that, the better you understand the people you are collaborating with, the easier it is going to be to have a smooth communication with them.


    • Bachelor's degree or equivalent required. Ideally in areas related to engineering, computer science, or business management
    • Minimum 3+ years of relevant experience. At least 2 years of product management experience in e-commerce or payment solutions. Prior startup experience and e-commerce or fin-tech background is a big plus.
    • Understanding and practice of product management methodologies, especially those that support agile software development environments.
    • Written and spoken communication proficiency in English is needed to collaborate with a global team
    • Very strong UX design skills; capable to identify, sketch, and solve most UX problems.
    • Proven track record of driving innovation with both enterprises and consumers in mind
    • Analytical and quantitative skills; ability to use hard data and metrics to back up assumptions and develop business cases with incredible attention to detail
    • Strong bias for action; Capable of handling multiple priorities concurrently and create a sense of urgency in a fast-paced and dynamic environment
    • Entrepreneurial mentality and can-do attitude; willingness to roll up the sleeves and do whatever is necessary to meet goals
    • Excellent planning and time management skills, being able to provide deliverables on time; ability to anticipate and resolve project roadblocks, escalate early and often if required/
    • Self-motivated, working independently, intrinsic learner

Our values

Diversity: We are diverse, independent thinkers and still one team with one mission.
Openness and empathy: We learn and grow by listening to our customers and each other
Integrity: We always do what’s right for our customers, Returnly and ourselves - in that order.
Team: EQ is as important as IQ. We make time to help each other out.
Commitment: We are curious and fearless. We own risk, outcomes, and everything in between.

We really love hearing from you, but before applying please check the following...
Read the values section above carefully and ask yourself if this is a good match for you personally. We want you to be an ambassador of these values!

About Returnly

  • E Commerce

  • San Francisco, CA, USA

  • 50-200

  • 2014

Returnly is the leading provider of digital return experiences for direct-to-consumer brands.

We are the only return solution that lets customers get the right item before returning the wrong one — with zero risk to the merchant. The result is a world-class shopping experience with an average consumer satisfaction score of 91.

We have also built a turn-key solution around our financial technology that includes returns management tools as well as hosted and fully brandable customer touchpoints like package tracking, online returns and exchanges and returnless refunds

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