Senior Product Manager, B2B & Customer Support

About The Role The 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, + 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 40 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.