Senior Product Manager - Care Platform at Backmarket

HI, WE’RE BACK MARKET. We’re here to help make tech reliable, affordable, and better than new. We're a global marketplace for refurbished devices, helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new. Yep, you read that right. Turns out refurbished tech is way better for the planet than new. In fact, With every device purchased on Back Market, our positive impact on the planet grows. From our Customer Care representatives to our software engineer, every individual at Back Market cuts the planet — and consumers — a break. Our mission is simple: to do more with what we already have. Are you ready to join us? ABOUT THE ROLE 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. YOUR MISSION (IF YOU ACCEPT IT): 🏅 - 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. YOU ARE IN THE RIGHT PLACE IF: ⭐ Must haves - 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: you 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. WHY SHOULD YOU JOIN US ? ✌🏼 At Back Market, we’re committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives — it’s one of the reasons we’re such a high-scoring certified B Corp company (93.2). No matter your role and seniority level, you’ll enjoy impact-driven work with hands-on career development in an innovative, driven, and fast-paced environment — with benefits to match, like: - 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. At Back Market, we strive to create a workplace that embodies the world we’re trying to change. We’ve embedded our diversity, equity, and inclusion principles into our DNA — from dedicated staff to employee resource groups to our company values. 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. If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team.