Senior Product Manager, Customer Experience – CX
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Job Description
Senior Product Manager overseeing customer experience in digital transformation for luxury resale retail. Leading product roadmaps and cross-functional partnerships to enhance user journeys.
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.
- Experience leading rapid experimentation and personalization initiatives.
- 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.
- Hands-on experience or familiarity leveraging AI tools to accelerate product discovery, personalization, or automation workflows (preferred).
- Experience optimizing marketing customer journeys and lifecycle engagement strategies (preferred).
- Experience in the luxury retail or secondary resale market (preferred).
- Experience scaling product features in a high-growth, marketplace-driven environment (preferred).
Benefits:
- Employee Stock Purchase Plan
- 401K with Company Match
- Medical, Dental & Vision Insurance
- Paid Parental Leave
- 9 Paid Company Holidays
- Flexible Time Off (With Manager Approval)
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