Senior Product Manager

Join to apply for the Senior Product Manager – Care Platform role at Back Market Hi, we’re Back Market. We’re here to help make tech reliable, affordable, and better than new . Back Market is a global marketplace for refurbished devices, helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new. About the Role Care Platform is Back Market’s platform team for Care, supporting multiple teams across the company 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 can autonomously manage 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. Your Mission Own the Care Platform vision and roadmap: define Northstar metrics and KPIs that drive customer satisfaction, ensuring buy‑in from 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. 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. Collaborate with the Engineering Manager: adjust priorities, communicate risks, and ensure quality standards are met. Master discovery and delivery: lead user research with internal teams, 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. Data drives your decisions: use analytics, metrics monitoring, and experimentation to validate hypotheses, measure impact, and course‑correct quickly. Must Have At least 10 years of relevant experience, including at least 5 years of product management in an agile environment. Fluent in English (spoken and written) to collaborate with multicultural teams. Data‑driven: comfortable with analytics tools and metric‑driven decision making. Technically fluent: able to discuss APIs, data models, and system architecture with engineers. Complex environment navigator: thrive managing multiple integrations, dependencies, and build‑vs‑buy decisions. Problem‑solver with user focus: navigate ambiguity using data while keeping users at the center. Strong stakeholder manager: work with multiple teams as a facilitator and strategic partner. Proactive and collaborative: seek opportunities to build win‑win solutions. Impact‑driven: 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: understand how building the right enablers unlocks exponential value across teams. Customer support background: experience with customer care platforms, operations, or support tools. 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. Hybrid work environment: 2 remote days a week and 1 remote work week per quarter, plus 3 flex days. Employee Resource Groups, mentorship programs, comprehensive accessibility policies, and cultural competency training. Why Join Us Back Market is committed to hiring and supporting diverse teams from all backgrounds, experiences, and perspectives. It’s one of the reasons we’re a high‑scoring certified B Corp company (93.2). We embed our diversity, equity, and inclusion principles into our DNA—from dedicated staff to employee resource groups to our company values. If reasonable accommodations are needed for the interview process, please discuss them with the Talent Acquisition Team. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Product Management and Marketing Industries: Internet Marketplace Platforms #J-18808-Ljbffr