Head of Product - Care

Back Market
Paris, London, Barcelona
Workplace: HybridFull timeFunction: Administration & Executive AssistanceSkills: ["Strategic thinking","People leadership","Cross-functional collaboration","Decision-making","Operational trade-off management"]

Own the product strategy, roadmap, and execution for the Care domain, which builds customer trust across the full customer journey. Lead and develop five Product Managers across five squads while partnering with Care Operations, Engineering, Data, Commercial, and Finance. Drive an AI product transformation for Care tooling and agent experiences—improving customer and agent outcomes, operational efficiency, and decision-making with measurable value, quality, trust, human oversight, and performance.

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FursaFursa
Back Market
Back Market
3 days ago

Head of Product - Care

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Own the product strategy, roadmap, and execution for the Care domain, which builds customer trust across the full customer journey. Lead and develop five Product Managers across five squads while partnering with Care Operations, Engineering, Data, Commercial, and Finance. Drive an AI product transformation for Care tooling and agent experiences—improving customer and agent outcomes, operational efficiency, and decision-making with measurable value, quality, trust, human oversight, and performance.
Location: Paris, London, Barcelona
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Sr. Director level

Key Responsibilities

  • •Define and communicate a multi-year product vision and strategy for the Care domain aligned with company strategy and customer promise.
  • •Lead the product organization across five squads by setting priorities, developing five Product Managers, and enabling high-quality execution.
  • •Own the evolution of Care-related tooling, including agent desktop, knowledge management, workflow tools, and platforms supporting Care operations.
  • •Lead AI transformation for the Care domain by identifying, developing, and scaling AI-powered products that improve customer and agent experiences and operational efficiency.
  • •Balance key Care domain KPIs (customer satisfaction, operational costs, productivity, service quality, and tooling cost-effectiveness) and represent the domain at the company level.

Pay and Benefits

Perks:Remote Work

Key Requirements

  • •Proven track record defining and executing product strategies that delivered measurable business and customer outcomes.
  • •Significant experience in product management, including leading product teams and setting strategy across a complex multi-squad or multi-domain scope.
  • •Experience building and launching AI-powered products or features in operational or customer-facing contexts.
  • •Ability to identify customer/business problems, run experimentation, and take AI products through production deployment, adoption, and continuous improvement.
  • •Exceptional people leadership to develop Product Managers, raise product thinking quality, and provide clarity in a complex environment.
Experience:AI product transformationCustomer careContact centersOperational tooling
Skills:Strategic thinkingPeople leadershipCross-functional collaborationDecision-makingOperational trade-off management
Tech Stack:AI

Company Brief

Back Market
Online marketplace selling refurbished electronics (smartphones, laptops, tablets, appliances) aiming to make renewed tech trustworthy, affordable and sustainable across multiple countries.
Industry: Online Marketplaces
Company Size: Large (251 to 1,000 employees)
Revenue: USD 100M to 250M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: Paris, France
Founded: 2014
Glassdoor
Glassdoor: 4.0
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