Senior Product Manager – Care Platform

Role Overview

• Own the Care Platform vision and roadmap: Define Northstar metrics and KPIs that drive customer satisfaction, ensuring buy-in from your partners in Engineering, Operations and Design.
• Partner proactively with contributing teams: Work closely with business and transversal units to co-shape priorities, ensuring the aftersales experience is seamlessly managed across all contexts. Be a strategic partner, not a gatekeeper.
• Design and deliver platform enablers: Lead your squad to build APIs, tools, and workflows that empower teams to autonomously handle Care.
• Drive AI adoption across aftersales: Lead integration of AI-powered capabilities (sentiment analysis, AI agents, agent copilots) into the Care Platform. Partner with AI teams to pilot and scale new technologies.
• You are the Engineering Manager's daily partner: Adjust priorities collaboratively, communicate risks clearly, and ensure quality standards are met. Anticipate dependencies across multiple teams.
• Master discovery and delivery: Lead user research with internal teams (customer service agents, contributing product teams, operations), collaborate with Design, ship iteratively, and measure impact continuously.
• Provide strategic insights and standardized tools: Help teams improve their aftersales capabilities through shared learnings, best practices, and reusable components.
• Balance autonomy with consistency: Design the right level of abstraction—giving teams freedom to innovate while protecting quality and brand standards across customer, agent, and seller experiences.
• Data drives your decisions: Use analytics, metrics monitoring, and experimentation to validate hypotheses, measure impact, and course-correct quickly.

Requirements

• At least 10 years of relevant experience, including at least 5 years of product management experience in an agile environment.
• Fluent in English (spoken and written) to collaborate with multicultural teams.
• Data-driven: Comfortable with analytics tools and metrics-driven decision making.
• Technically fluent: You can discuss APIs, data models, and system architecture with engineers.
• Complex environment navigator: You thrive managing multiple integrations, dependencies, and build vs. buy decisions.
• Problem-solver with user focus: You navigate ambiguity using data while keeping users at the center.
• Strong stakeholder manager: You work with multiple teams as a facilitator and strategic partner, not a gatekeeper.
• Proactive and collaborative: You seek opportunities to build win-win solutions.
• Impact-driven: You care about outcomes (customer satisfaction, team autonomy, growth) more than outputs.
• Mission-aligned: Back Market's sustainability mission resonates with you.
• Strong plus: Platform product experience; customer support background; experience working in marketplaces or e-commerce, or building tools for internal users.

Benefits

• A mission driven work environment where your day to day makes an impact on the planet. Seriously.
• Hybrid work environment, with 2 remote days a week and 1 remote work week per quarter, plus 3 flex days.
• Employee Resource Groups, including mentorship programs, comprehensive accessibility policies, and cultural competency training.