Head of Product - Care

Hi, we’re Back Market.

We’re here to help make tech reliable, affordable, and better than new. We're a global marketplace for refurbished devices, helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new.

Yep, you read that right. Turns out refurbished tech is way better for the planet than new. In fact, With every device purchased on Back Market, our positive impact on the planet grows. From our Customer Care representatives to our software engineer, every individual at Back Market cuts the planet — and consumers — a break. Our mission is simple: to do more with what we already have.

Are you ready to join us?

About the role 💚

At Back Market, Care is the condition of trust.

Because refurbished technology is still an emerging category for many consumers, the quality of the Care experience is central to making Back Market reliable and reassuring. Unlike traditional marketplaces, our Care operations are internalized and operated by Back Market agents rather than being managed directly by sellers. This gives us a unique opportunity, and responsibility, to build a world-class Care experience across the entire customer journey.

As Head of Product, Care, you will define and lead the product strategy for one of Back Market’s most strategic domains. You will own the vision, roadmap, and execution across a complex, multi-user scope serving customers, Care agents, sellers, and product teams across the company.

You will report directly to the Chief Product Officer and lead a team of five Product Managers across five teams. You will work closely with the Chief Customer Care Officer, Care Operations, and stakeholders across Product, Engineering, Data, Commercial, Finance, and other business functions.

Care is also a central pillar of Back Market’s AI product transformation. You will play a key role in defining and scaling AI-powered products that improve the experience of our customers and agents, increase operational efficiency, and support better decision-making. This includes ensuring that AI-powered solutions deliver measurable value, are operationally adopted, and meet high standards for quality, trust, human oversight, and performance.

The scope includes all Care-related tooling, including the agent desktop, knowledge management, and the products and services that enable Care operations to deliver an excellent customer experience.

This role requires strategic thinking, strong product leadership, operational understanding, and the ability to make thoughtful trade-offs across customer satisfaction, operational costs, and the cost and effectiveness of internal tooling.

Your mission

• Define and communicate a compelling, multi-year product vision and strategy for the Care domain, aligned with Back Market’s company strategy and customer promise.

• Lead the product organization across five squads, setting clear priorities, developing the five Product Managers in your team, and creating the conditions for high-quality execution.

• Build products and services that improve the experience of multiple users, including customers, Care agents, sellers, and product teams launching new services on Back Market.

• Own the strategy and evolution of all Care-related tooling, including the agent desktop, knowledge management, workflow tools, and other platforms that support Care operations.

• Ensure that Care is considered a core part of every new service and product launch, with operational processes, tooling, knowledge, and customer journeys that are ready to scale from day one.

• Lead the AI transformation of the Care domain by identifying, developing, and scaling AI-powered products that improve customer and agent experiences, increase operational efficiency, and support better decision-making.

• Partner closely with the Chief Customer Care Officer and Care Operations to translate operational challenges into effective, scalable product solutions.

• Balance and optimize the key performance indicators of the Care domain, including customer satisfaction, operational costs, productivity, service quality, and the cost and effectiveness of internal tooling.

• Represent the Care domain at the company level and influence decisions across Back Market through strong strategic narratives, data, and stakeholder alignment.
  
  You should start submitting your resume if:

  • You have a proven track record of defining and executing product strategies that delivered measurable business and customer outcomes.

  • You have significant experience in Product Management, including leading product teams and setting strategy across a complex, multi-squad or multi-domain scope.

  • You have already built and launched AI-powered products or features in a meaningful operational or customer-facing context.

  • You have experience taking AI products from identifying the right customer or business problem through experimentation, production deployment, adoption, and continuous improvement.

  • You can distinguish between promising technology and a valuable product, and you understand how to build the product, data, operational, and adoption foundations required to scale AI successfully.

  • You understand how to turn AI capabilities into valuable, reliable user experiences, while maintaining high standards for quality, trust, human oversight, and operational performance.

  • You are comfortable managing products for multiple user groups and balancing sometimes competing needs across customers, Care teams, sellers, and internal stakeholders.

  • You understand customer care, after-sales, customer operations, service platforms, contact centers, or other operationally complex environments.

  • You have experience building products used by operational teams and understand the importance of usability, reliability, workflow integration, knowledge accessibility, and adoption.

  • You are highly comfortable working with data and navigating trade-offs between customer satisfaction, operational performance, cost to serve, and tooling investment.

  • You can move seamlessly between long-term strategy and operational detail, understanding both the broader direction and the concrete challenges faced by customers and Care agents.

  • You are an exceptional people leader who can develop Product Managers, raise the quality of product thinking, and create clarity in a complex environment.

  • You are comfortable with ambiguity and organizational complexity. You know how to create momentum, make decisions, and bring people together around a shared direction.

  • You are motivated by Back Market’s mission and want to help make refurbished technology the obvious choice for consumers around the world.
    
    
    Hiring Process
    

  • Presentation of the role with Marie , Expert TA - 45 min

  • Leadership meeting with Amandine (Chief Product Officer) , your future manager - 60 min

  • Meet the Product Leadership team - 60 min

  • Stakeholder interview with the Care Leadership team - 60 min

  • BM Values with Gilles ( Chief Customer Care Officer) and one other Exo member - 45 min

WHY SHOULD YOU JOIN US ? ✌🏼

At Back Market, we’re committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives — it’s one of the reasons we’re such a high-scoring certified B Corp company (93.2).

No matter your role and seniority level, you’ll enjoy impact-driven work with hands-on career development in an innovative, driven, and fast-paced environment — with benefits to match, like:

- A mission driven work environment where your day to day makes an impact on the planet. Seriously.

- Hybrid work environment, with 2 remote days a week and 1 remote work week per quarter, plus 3 flex days.

- Employee Resource Groups, including mentorship programs, comprehensive accessibility policies, and cultural competency training.

At Back Market, we strive to create a workplace that embodies the world we’re trying to change. We’ve embedded our diversity, equity, and inclusion principles into our DNA — from dedicated staff to employee resource groups to our company values.

We know that the perfect background for a role doesn’t mean the perfect fit — we encourage you to apply for a role even if you think you may not have all the qualifications.

If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team.