Product Manager - Merchant After-sales

【About JD.com】

JD.com (NASDAQ: JD and HKEX: 9618), also known as JINGDONG, has evolved from a pioneering e-commerce platform into a leading technology and service provider with supply chain at its core. Renowned for its supply chain innovation and excellence, JD.com has expanded into sectors including retail, technology, logistics, healthcare, and more, aiming to transform traditional business models with cutting-edge digital solutions. Ranked 47th on the Fortune Global 500, JD.com is China’s largest retailer by revenue.

【Our International Business】

We are dedicated to building a digitally intelligent, cross-border supply chain and global retail infrastructure. Leveraging our global supply chain capabilities, JD.com continues to expand in markets where our competitive strengths shine. Currently, JD.com operates globally, with business activities in countries such as China, the U.S., U.K., Netherlands, France, Germany, Spain, Brazil, Hungary, Japan, South Korea, Australia, Thailand, Vietnam, Malaysia, Indonesia, Saudi Arabia, the UAE, and many others, reaching customers in every corner of the world.

Learn more about us: https://corporate.jd.com/

【Job Details】

Job Title: Product Manager – Merchant After-sales

Location: London, United Kingdom

About the Role

We are seeking a Product Manager – Merchant After-sales (B2B Platform Services) to lead the strategy, design, and optimisation of Joybuy’s merchant after-sales ecosystem across Europe.

This role is instrumental in building a scalable, transparent, and efficient after-sales infrastructure that supports both full-managed and semi-managed merchants — improving platform performance, merchant satisfaction, and customer trust.

What You’ll Do

• Lead the end-to-end design and management of the merchant after-sales ecosystem, including policy formulation, system design, launch, and continuous optimisation.
• Develop and refine after-sales workflows for merchants, covering order cancellations, returns, refunds, and dispute resolution.
• Collaborate closely with merchant operations, policy, and customer service teams to ensure smooth, compliant, and high-quality service delivery.
• Gather feedback from merchants, partners, and customers to enhance system capabilities and strengthen Joybuy’s service competitiveness.
• Partner with tech and platform operations teams to design data-driven, scalable solutions that balance platform governance with merchant experience.

What You’ll Bring

• Bachelor’s degree (or higher) in Business, Supply Chain, or related field.
• Proven experience in merchant after-sales management, e-commerce product operations, or platform service design.
• Solid understanding of after-sales workflows and merchant service models (full-managed and semi-managed).
• Excellent English communication skills and ability to collaborate across diverse, global teams.
• Strong user-centric, data-driven mindset with an eye for operational excellence and efficiency.
• Hands-on, results-oriented, and adaptable in a fast-paced, international e-commerce environment.

What We Offer:

• The exciting opportunity to shape category strategies and contribute to the growth of a new and dynamic e-commerce business.
• A diverse, inclusive work environment, where you can make a significant impact on JD.com's regional presence.
• A competitive salary and benefits package, including health insurance, pension, and performance bonuses.

JD.com is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.