Senior Product Manager, Customer Experience (CX)

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, and they are seeking a Senior Product Manager, Customer Experience (CX) to lead the modernization of their digital experience. This role involves defining a product roadmap, driving experimentation, and collaborating with cross-functional teams to enhance customer journeys and retention.

Responsibilities:

• Define and execute a two-year product roadmap rooted in deep retail, e-commerce, and digital marketing expertise
• Partner cross-functionally with Engineering, UX, and AI teams to ship high-impact features that move the needle on meaningful KPIs
• Drive high-velocity experimentation cycles to transition from analysis-driven OKRs to live, customer-facing feature tests
• Conduct rigorous data analysis and user research to validate product hypotheses and strategic direction
• Lead the design and implementation of complex customer and consignment journeys to reduce friction and increase retention
• Champion a culture of rapid iteration by managing sprint cycles that balance long-term scale with immediate impact
• Communicate product vision and progress to senior leadership and stakeholders to ensure organizational alignment

Requirements:

• 5+ years of experience in Customer Product Management within an e-commerce environment
• Proven track record of managing complex customer journeys and multi-step conversion funnels
• Hands-on experience leveraging AI tools to drive rapid experimentation and personalization
• Demonstrated ability to translate business strategy into a multi-year technical roadmap
• Strong analytical skills with experience using data to drive rigorous user research and validation
• Experience optimizing marketing customer journeys and lifecycle engagement strategies
• Experience in the luxury retail or secondary resale market
• Experience scaling product features in a high-growth, marketplace-driven environment