Senior Product Manager, Back Market

• 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
• We know that the perfect background for a role doesn’t mean the perfect fit — we encourage you to apply for a role even if you think you may not have all the qualifications

Desirable

• Care Platform is Back Market's platform team for Care
• We support multiple teams across Back Market with a unified set of enablers that give them autonomy while maintaining exceptional experiences for customers, sellers, and agents
• We're transforming how Back Market approaches customer support—from a centralized model to a decentralized ecosystem where business and transversal units across the organization can autonomously manage their aftersales experiences while we ensure consistency and quality
• As Product Manager for Care Platform, you'll lead this transformation
• You'll partner proactively with contributing teams to co-shape the roadmap, build platform capabilities that scale, and turn Care from a bottleneck into a growth driver
• You'll work at the intersection of product strategy, technical architecture, and organizational change—collaborating with Engineering, Design, and teams across Back Market to enable autonomous, high-quality Care experiences globally
• 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