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Senior Product Manager (Customer Care Tribe)
Back Market is the world’s leading refurbished electronics marketplace with a team of more than 650, powering operations in 16 countries (and counting!).
Back Market is undergoing meteoric growth and has raised $884 million, with a valuation of $5.7 billion. Our mission is simple: empowering people to buy tech sustainably by offering folks a high quality, accessible, and more eco-friendly alternative to buying new electronics. Why? Refurbished tech helps lower our collective environmental impact.
Be part of a great and growing adventure that will change the way the world consumes tech.
Within the Product Department, you have a massive opportunity to rethink the way our agents deliver a great after sales experience to customers.
As a Senior Product Manager you will work on improving our after sales and support productivity by creating new interfaces and flows. Your goal is to ensure our agents proactively get the right information at the right time, easily find the paths they are looking for, and can answer well and fast to our BackMarket customers. You will be responsible for the whole agents’ experience.
YOUR MISSION (IF YOU ACCEPT IT): ð
You will be the entry point for all stakeholders and other teams to understand the short, medium and long term priorities, and translate the BackMarket vision and OKRs into an Agent Efficiency vision and roadmap.
You will be the daily partner of the Engineering Manager. Thanks to your ownership, you know how to adjust priorities if necessary, communicate, work closely with engineers to ensure our quality standards and respect our commitments.
You will be in charge of creating, maintaining an delivering features, in collaboration with business stakeholders, designers and engineers.
You will liaise with all Backmarket counterparts (Quality teams, Service teams, Supply teams, designer, researchers, etc.) and different squads to ensure that your product fits perfectly into the Back Market experience.
You will be the one communicating on the risks and impacts of your roadmap and features, and you will be reponsible of anticipating potential problems and dependencies.
YOU ARE IN THE RIGHT PLACE IF:
You have a strong experience (3-6 years) as a PM in an Agile environment on customer care / customer experience related issues, or in the marketplace sector. Bonus point if you have been evolving in a scale up environment.
You have product management experience in an agile environment (Scrum, Kanban, etc.) and you are able to shape product discovery and delivery according to agile principles.
You are a brilliant communicator, your peers define you as a facilitator. Your interpersonal skills will be crucial for that role to build strong relationships with stakeholders and top management.
You have no problem with navigating ambiguous situations and have a profound problem solver attitude using data and the user at the center of all your thoughts.
You use common sense. You have a strategic but simple vision of your product. For you, the product must amplify the value of business expectations.
You have an analytical mind,and even better, an analytics background. Monitoring our key performance indicators / being able to define targeted increments is part of your daily life. Data is your secret weapon to better frame and measure the quality of our features and increments
You are fluent in english.
WHY SHOULD YOU JOIN US ? ð¼
- A meaningful job: through hard work, you will help avoid thousands of tons of electronic waste and fight against planned obsolescence. It counts!
- An attractive salary, equity, multiple benefits (meal tickets, health insurance, etc...), parental benefits, relocation package, internal events, etc…
- Be in an environment where you can make a difference: you will have the freedom to innovate and adopt new ideas!
- Grow your career with a flexible career path, Back Market can help you evolve!
- A booming scale-up: our environment is rapidly growing in Europe, the USA and in Asia!
- We embrace work life balance which includes flexible working hours and the opportunity to work from home.
- A lot of fun: you will have the opportunity to work in a fast-paced, open-minded and friendly environment.
Back Market is an Equal Opportunity Employer for any minority, disability, gender identity or sexual orientation.
PRODUCT – PRODUCT MANAGEMENT /
PERMANENT CONTRACT (FULL-TIME)