What are the responsibilities and job description for the Product Manager, Customer Experience (CX) position at The RealReal?
About The Role
The Customer Experience team owns the end-to-end digital experience for our customers, from discovery and engagement through shopping, purchase, and beyond. We are looking for a Senior Product Manager, Customer Experience to define product strategy and deliver experiences that make it easier, more intuitive, and more rewarding for customers to shop The RealReal.
In this role, you’ll identify high-impact customer and business opportunities, translate them into clear product strategies and roadmaps, and partner closely with Engineering, Design, Marketing, Merchandising, AI, Analytics, and other cross-functional teams to bring them to life. Your work may span different parts of the customer journey and digital ecosystem across web and mobile, giving you the opportunity to tackle a broad range of ecommerce problems and personalized experiences.
This role is ideal for a product leader who combines strong customer empathy with business acumen and analytical rigor, ensuring TRR remains the gold standard for luxury resale. You’ll balance near-term execution with long-term strategy, use data and customer insights to inform decisions, and continuously test and improve experiences that drive engagement, conversion, and customer value. Join us to help redefine luxury resale through a world-class, customer-first digital experience.
This role is posted at the Senior Product Manager level. If you're a strong product manager with less experience, we still want to hear from you. We'll consider candidates at the Product Manager level based on experience and demonstrated impact.
What You Get To Do Every Day
Minimum Requirements:
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.
The Customer Experience team owns the end-to-end digital experience for our customers, from discovery and engagement through shopping, purchase, and beyond. We are looking for a Senior Product Manager, Customer Experience to define product strategy and deliver experiences that make it easier, more intuitive, and more rewarding for customers to shop The RealReal.
In this role, you’ll identify high-impact customer and business opportunities, translate them into clear product strategies and roadmaps, and partner closely with Engineering, Design, Marketing, Merchandising, AI, Analytics, and other cross-functional teams to bring them to life. Your work may span different parts of the customer journey and digital ecosystem across web and mobile, giving you the opportunity to tackle a broad range of ecommerce problems and personalized experiences.
This role is ideal for a product leader who combines strong customer empathy with business acumen and analytical rigor, ensuring TRR remains the gold standard for luxury resale. You’ll balance near-term execution with long-term strategy, use data and customer insights to inform decisions, and continuously test and improve experiences that drive engagement, conversion, and customer value. Join us to help redefine luxury resale through a world-class, customer-first digital experience.
This role is posted at the Senior Product Manager level. If you're a strong product manager with less experience, we still want to hear from you. We'll consider candidates at the Product Manager level based on experience and demonstrated impact.
What You Get To Do Every Day
- Partner cross-functionally with Engineering, UX, Merchandising and Marketing teams to ship high-impact features that move the needle on meaningful KPIs.
- Define and execute a two-year product strategy for Customer bottom-of-funnel product domains rooted in deep retail and e-commerce expertise.
- Drive High-Velocity Experimentation: Run continuous A/B testing and experimentation cycles to optimize the end-to-end buying flow and validate new post-purchase capabilities.
- Conduct rigorous data analysis, usability testing, and customer research to identify friction points and validate core purchasing hypotheses.
- Lead the design and implementation of seamless, transparent post-discovery flows to reduce drop-off, increase trust, and boost customer lifetime value.
- Lead agile sprint cycles that deliver immediate user experience improvements while maintaining a dependable, scalable transactional foundation.
- Clearly communicate product vision, roadmap priority, and conversion insights to executive leadership and key cross-functional partners.
Minimum Requirements:
- 5 years of product management experience, with a strong background in e-commerce or digital consumer products.
- Proven track record of owning products or experiences from strategy through execution, delivering measurable customer and business outcomes.
- Experience developing product strategies and roadmaps that balance customer needs, business priorities, and technical considerations.
- Strong analytical and problem-solving skills, with the ability to use data, customer insights, and experimentation to inform product decisions.
- Demonstrated ability to lead cross-functional teams and influence partners across Engineering, Design, Marketing, Merchandising, AI, Analytics, and other stakeholders.
- Strong communication skills, with the ability to clearly articulate product vision, priorities, tradeoffs, and the "why" behind decisions.
- Experience building and optimizing customer experiences across web and mobile.
- Experience with experimentation, personalization, or other data-driven approaches to improving customer engagement and conversion.
- Experience in a marketplace, multi-sided, or high-growth e-commerce environment.
- Experience with customer acquisition, lifecycle engagement, loyalty, or other customer-facing marketing experiences.
- Hands-on experience or familiarity leveraging AI tools to accelerate product discovery, development, experimentation, or operational workflows.
- Experience in luxury retail, resale, or another category with high-consideration customer journeys.
- 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 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.
Salary : $147,534 - $163,927