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Senior Product Manager, Customer Experience (CX)

The RealReal -
Syracuse, NY

Quick Apply

Job Details

Full-time
$169,951 - $188,835 a year

Benefits

Paid parental leave
Employee stock purchase plan
Paid holidays
Health insurance
Dental insurance
Parental leave
Vision insurance
401(k) matching

Qualifications

Roadmap creation (System development task)
Product discovery
E-commerce
Conversion optimization
Research data analysis
User research for product design
Customer growth strategy
Data-driven decision making

Full Job Description

About The Role

The Customer Experience team is the architect of the end-to-end user journey, ensuring every touchpoint—from initial engagement to complex purchase and consignment journeys—is frictionless and personalized. We are looking for a Senior Product Manager, Customer Experience (CX) to lead the modernization of our digital experience by bridging the gap between high-level business goals and technical execution. This role exists to drive the next evolution of our platform, ensuring TRR remains the gold standard for luxury resale by putting the customer at the center of every decision. You will be responsible for building a long-term strategic foundation while delivering continuous impact at scale. Join us to redefine the circular economy through world-class product innovation.

What You Get To Do Every Day

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.

What You Bring To The Role

Minimum 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.

Preferred Requirements:

Hands-on experience or familiarity leveraging AI tools to accelerate product discovery, personalization, or automation workflows.
Experience optimizing marketing customer journeys and lifecycle engagement strategies.
Experience in the luxury retail or secondary resale market.
Experience scaling product features in a high-growth, marketplace-driven environment.

Compensation, Benefits, + Perks

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)
Find out more about our Benefits here.

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.

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with 37 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in-house gemologists, horologists, and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories—including women's and men's fashion, fine jewelry and watches, art, and home—in support of the circular economy. We make selling effortless with free virtual appointments, in-home pickup, drop-off, and direct shipping. We handle all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as shipping and customer service.

The RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We will consider qualified applicants for a position regardless of arrest or conviction records. At TRR, People Come First. That’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our Diversity Equity and Inclusion program here.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

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