Head of Product Operations

Job Title: Head of Product Operations 

Type of Employment: Permanent – Full Time.

Location: This is a fully remote role based in the UK. You need to be currently based in the UK and have the rights to work without visa sponsorship. We are unable to offer visa sponsorship for this position.

About ZigZag Global   

We are Returns! We’re an award-winning eCommerce returns business founded in 2015 by our CEO, Al Gerrie. We live to push boundaries of smarter returns, and we want a thriving retail world where every customer experience is both delightful and considered, everything we buy can be loved and re-loved and preserving our planet is part of the fabric of how we shop.  

Today, more than 200 companies across 130 countries use our SaaS platform to help reduce the cost, friction, and impact of returns. Part of our leading enterprise retail clients include Zara, Superdry, New Look, Boden, Selfridges, Sports Direct, The Hut Group, Swarovski, not to forget the Whitelabel partnership with the world’s biggest logistics businesses like DHL, Evri, and FedEx.  

In March 2021, ZigZag was acquired by Global Blue, an industry leader in tax free shopping. Strengthening our reach across the global retail industry and allowing us to continue to do what we do best, help retailers manage and re-sell their returns.  

At ZigZag, we embody a set of values that lies at the core of our workplace culture. Our dedication to the Start-up Spirit, Human Heart and Grown-up Mindset defines our collaborative spirit and shapes our collective success. 

Passionate and Collaborative Minds Wanted:

You’ll join a brilliantly diverse group across Europe. We believe a business is strongest when its teams are both inclusive and diverse. We recognise and aim to challenge everyday biases, remove obstacles to inclusion and ensure all our people can thrive and be themselves.

If you are passionate about making a positive impact, caring for both colleagues and clients, and embracing a collaborative mindset, we invite you to apply. Join us in building a workplace where every contribution matters, and each team member feels a profound sense of belonging and value.

Role Overview 

The Product Operations Manager will play a crucial role in driving alignment between product strategy and operational execution. Reporting to the Product Director, this position will focus on managing cross-functional processes, optimizing product tools, supporting data-driven decisions, and ensuring our product team meets its strategic objectives. You will lead and support Product Leads, helping the team meet product roadmap goals, improve product delivery, and foster collaboration across multiple departments.  You’ll be the connective tissue between teams building technology and teams interacting with our users. 

Key Responsibilities 

• Operational Strategy & Process Optimization: Develop and implement operational processes to streamline workflows across product teams and improve collaboration. Identify areas of improvement and adapt strategies to drive efficiency in the product development lifecycle. 

• Product Roadmap Execution: Collaborate with the Product Director, Product Leads, and Product Owners to execute and maintain the product roadmap. Align the team’s daily tasks with business strategy by prioritizing tasks, clarifying objectives, and ensuring timelines are met. 

• Cross-Functional Leadership: Act as a bridge between product, engineering, design, marketing, sales, and customer success teams to ensure alignment on goals and priorities. Engage with internal and external stakeholders to capture requirements, report on roadmap progress, and address risks to timely delivery. 

• Data-Driven Decision Making: Partner with analysts to gather product metrics, support data-driven insights, and create dashboards to report on KPIs. Guide strategic decisions by presenting data-based insights to enhance customer satisfaction and product performance. 

• Customer and Market Insights: Conduct market and competitive analysis to inform product direction. Attend industry events, competitor seminars, and workshops to gather feedback and promote our brand. 

• Product Enablement and Training: Develop resources, documentation, and training sessions to support knowledge transfer across teams. Conduct product demos, workshops, and trainings for internal teams and, when needed, for clients. 

• Agile Process Facilitation: Actively support Agile principles within the team, driving scrum processes, including sprint planning, retrospectives, and stand-ups. Encourage continuous improvement to maintain momentum and adaptability within the product team. 

Accountabilities 

• Lead and support Product Leads, Product Owners, Product Analysts, and other product team members to achieve operational excellence. 

• Proactively identify, mitigate, and communicate risks to the Product Director and Senior Leadership Team. 

• Collaborate closely with stakeholders to ensure requirements are documented and reflected in Epics, Features, and User Stories. 

• Oversee backlog grooming to align with business strategy and resource capacity, ensuring clarity in user stories and acceptance criteria. 

• Drive a team culture of continuous improvement and uphold ZigZag Global's values and vision, adapting processes as necessary to meet evolving team needs. 

• Competitive salary
• 24 days holiday + bank holidays + additional day holiday after every full year of service (up to 5 additional days) plus a bonus day off for your birthday
• Flexible working options - fully remote with option to work from our London office
• BUPA Private Medical Insurance
• Annual L&D Budget
• Home Office supplies
• Employee referral bonus scheme
• Flexible working hours 

If you are interested, please send your CV in English.

Your application will be reviewed with strict confidentiality. Only the short-listed candidates will be contacted for an interview. Providing your personal data, you explicitly agree that it will be processed for the purpose of recruiting and for the purpose of the possible signing of a labour contract and will be stored and operated by “ZigZag Global” EOOD in their capacity of the personal data controller and personal data processor in accordance with the effective legislation. Please have in mind that with this you give permission for your resume to be shared with other parties of the ZigZag Global Group.