Senior Product Manager, Customer Experience – CX

🕒 September 28

🌵 Arizona, California, +2 more states – Remote

🌵 Arizona – Remote 🏄 California – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote

💵 $170k - $188.8k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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The RealReal

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2011

🏪 Marketplace

🛒 Retail

👗 Fashion

💰 $70M Series H - The RealReal on 2019-03

Marketplace • Retail • Fashion

The RealReal is a leading online luxury consignment marketplace that authenticates, curates, and resells pre-owned designer goods. The company operates dedicated authentication centers and combines expert human appraisal with proprietary technology to keep counterfeit items off the platform while managing logistics like receiving, photography, storage, and fulfillment. The RealReal emphasizes sustainability, inclusive retail experiences, and growth through product & technology, sales, and corporate teams to support its luxury resale business.

📋 Description

• Identify high-impact customer and business opportunities and translate them into product strategies and roadmaps • Partner with Engineering, UX, Merchandising, Marketing, Design, AI, Analytics, and other cross-functional teams to ship high-impact features • Define and execute a two-year product strategy for Customer bottom-of-funnel product domains • Run continuous A/B testing and experimentation cycles to optimize the end-to-end buying flow and validate post-purchase capabilities • Conduct data analysis, usability testing, and customer research to identify friction points and validate purchasing hypotheses • Lead design and implementation of transparent post-discovery flows to reduce drop-off, increase trust, and boost customer lifetime value • Lead agile sprint cycles delivering user experience improvements and maintaining a scalable transactional foundation • Communicate product vision, roadmap priorities, and conversion insights to executive leadership and cross-functional partners • Continuously test and improve web and mobile experiences to drive engagement, conversion, and customer value

🎯 Requirements

• 5+ years of product management experience, with a strong background in e-commerce or digital consumer products • Proven track record of owning products or experiences from strategy through execution, delivering measurable customer and business outcomes • Experience developing product strategies and roadmaps that balance customer needs, business priorities, and technical considerations • Strong analytical and problem-solving skills, with the ability to use data, customer insights, and experimentation to inform product decisions • Demonstrated ability to lead cross-functional teams and influence partners across Engineering, Design, Marketing, Merchandising, AI, Analytics, and other stakeholders • Strong communication skills, with the ability to clearly articulate product vision, priorities, tradeoffs, and the "why" behind decisions • Experience building and optimizing customer experiences across web and mobile • Experience with experimentation, personalization, or other data-driven approaches to improving customer engagement and conversion • Experience in a marketplace, multi-sided, or high-growth e-commerce environment • Experience with customer acquisition, lifecycle engagement, loyalty, or other customer-facing marketing experiences • Hands-on experience or familiarity leveraging AI tools to accelerate product discovery, development, experimentation, or operational workflows • Experience in luxury retail, resale, or another category with high-consideration customer journeys

🏖️ 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) • Bonus program • Incentive pay