About The RoleThe Product Management team at TheRealReal drives the continuous evolution of our circular commerce platform, building high-impact technology that powers luxury consignment at scale. As the Senior Product Manager for B2B & Customer Support, you will own the end-to-end product strategy for our high-scale vendor and client platform while driving next-generation agentic AI automation across our customer support ecosystem. In this role, you will lead complex, cross-functional initiatives that directly empower enterprise partners to manage their consignment businesses and enable our Client Relations, Customer Success, Vendor, and B2B Business Development teams to drive growth. Reporting to the Director of Product, you will serve as a domain expert, aligning strategic technical roadmaps with operational excellence to accelerate business growth.
What You Get To Do Every Day
- Lead the end-to-end product vision, strategy, and execution for our high-scale B2B consignment platform, enabling enterprise vendors and clients to seamlessly manage their luxury inventory.
- Partner closely with Client Relations and Customer Success teams to design, deploy, and optimize Agentic AI automation for best-in-class customer support workflows.
- Collaborate directly with Vendor and B2B Business Development teams to translate commercial goals and partner feedback into scalable platform features and workflow enhancements.
- Translate complex business and operational needs into scalable product requirements, clear technical specifications, and prioritized multi-quarter roadmaps.
- Drive systemic cross-functional alignment across Engineering, Data Science, Design, Operations, and Business Development to deliver high-impact AI capabilities and platform features.
- Evaluate risk, trade-offs, and downstream implications across systems and operational teams to ensure reliable, high-performing platform capabilities.
- Define, track, and analyze key success metrics, leveraging data insights to continuously optimize vendor engagement and support automation efficiency.
- Serve as a subject matter expert across internal operations and external partner capabilities, communicating strategic recommendations to product leadership.
What You Bring To The Role
Minimum Requirements:
- 5+ years of dedicated product management experience building and scaling e-commerce or digital consumer and partner-facing experiences.
- Proven track record of successfully launching, scaling, and optimizing platforms that leverage AI-driven automation, machine learning, or agentic workflows to enhance user experience and operational efficiency.
- Strong technical depth with demonstrated experience designing scalable platform integrations, API-driven architectures, and complex data workflows alongside Engineering and Data Science partners.
- Proven ability to lead cross-functional initiatives and partner closely with key business stakeholders, including Vendor, B2B Business Development, and Customer Success teams, without direct authority.
- Demonstrated expertise in using quantitative data, business metrics, and user insights to make strategic trade-offs and drive product decisions.
Preferred Requirements:
- Demonstrated experience building complex B2B platforms, enterprise workflow systems, or managing vendor portals.
- Background in customer support/CRM automation, or integrating advanced Agentic AI resolution tooling.
- Experience in multi-sided marketplaces, circular fashion, or luxury retail operations.
Compensation, Benefits, + PerksEmployee Stock Purchase Plan
401K with Company Match
Medical, Dental & Vision Insurance
Paid Parental Leave
9 Paid Company Holidays
Flexible Time Off (With Manager Approval)
Find out more about our Benefits
The expected salary range for this role is $169,951.00-$188,835.00. To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal parity. Additionally, salary is just one component of TRR’s total rewards package. Depending on role, employees may also be eligible for a bonus program, incentive pay and benefits.
