Senior Product Manager, B2B – Customer Support

This is a fully remote position, open to applicants in California.

📋 Description

• Oversee the complete product vision, strategy, and implementation for a large-scale B2B consignment platform.

• Design, implement, and enhance Agentic AI automation for customer support processes.

• Work collaboratively with Vendor and B2B Business Development teams to convert commercial objectives and partner input into scalable platform functionalities and workflow improvements.

• Transform business and operational requirements into product specifications, technical documentation, and multi-quarter development plans.

• Foster cross-functional coordination among Engineering, Data Science, Design, Operations, and Business Development teams.

• Assess risks, trade-offs, and downstream effects across systems and operational divisions.

• Establish, monitor, and evaluate success metrics to enhance vendor interaction and support automation effectiveness.

• Act as a subject matter expert and convey strategic advice to product leadership.

• Report directly to the Director of Product.

⛳️ Requirements

• A minimum of 5 years of focused product management experience in developing and scaling e-commerce or digital consumer and partner-facing solutions.

• Proven success in launching, scaling, and refining platforms that utilize AI-driven automation, machine learning, or agentic workflows.

• Strong technical background with experience in designing scalable platform integrations, API-driven architectures, and intricate data workflows in collaboration with Engineering and Data Science teams.

• Demonstrated ability to lead cross-functional projects and collaborate with Vendor, B2B Business Development, and Customer Success teams without direct authority.

• Proven expertise in utilizing quantitative data, business metrics, and user insights to make strategic trade-offs and influence product decisions.

• Experience in developing complex B2B platforms, enterprise workflow systems, or managing vendor portals.

• Familiarity with customer support/CRM automation or the integration of advanced Agentic AI resolution tools.

• Background in multi-sided marketplaces, circular fashion, or luxury retail operations.

🏝️ 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, and benefits may be available depending on role