Senior Product Manager, CX & AI Tooling

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 TEAM: The Process Manager team is critical to our mission. We own the end to end after-sales customer experience (CX), ensuring our agent processes are seamless, efficient, and customer centric. We work cross-functionally with Product, Tech, and other Operations teams to design and optimize the customer journey, leverage automation, and drive significant CX improvements. ABOUT THE ROLE: We are looking for a strategic and hands on Senior Lead Process Management to lead our team of Process Managers, responsible for the CX of their own vertical. You will be responsible for defining the vision, strategy, and prioritization of the roadmap for process improvements You will act as the key leader driving the evolution of our customer support processes, tooling, and performance across all relevant contact reasons. Your leadership will ensure we balance business efficiency with a world class customer experience. YOUR MISSION (IF YOU ACCEPT IT): 🥇 // Team Leadership & Strategy * Lead, mentor, and coach a team of Process Managers, fostering a culture of ownership, data-driven decision-making, and continuous improvement (Kaizen/Lean). * Define the long-term vision and strategic roadmap for after-sales Care Operations, ensuring alignment with Back Market's overall product, operations, and business goals. * Manage team capacity, prioritization, and execution of complex, cross-functional CX improvement projects. // Customer Experience Ownership * Serve as the ultimate owner and evangelist for the after-sales Customer Experience across the entire company. * Set the standard for customer-first process design, ensuring that new features, policies, and products incorporate great CX from inception. * Oversee the analysis of help requests, customer feedback (CSAT/NPS), and operational data to identify systemic pain points and prioritize improvement areas for the team. // Process Excellence & Automation * Define robust governance for all Care processes, ensuring clear policies, SLAs, and routing rules are established and maintained. * Drive continuous process mapping and optimization initiatives (e.g., golden path definition, exception management) to minimize recontact rates and effort for customers, agents, and sellers. * Maximize the use of automation and self-service (Intercom Workflows, Fin AI, In House Automations etc.) to deliver a scalable customer experience and maximize First Contact Resolution (FCR). * Work closely with the AI Conversation Designer and AI Knowledge Manager to set up the right customer journey with Fin AI (Intercom AI Agent). // Product & Tech Relationship * Act as the Business Leader for one of the Care Squad (called Trifecta and composed of one engineering manager, one product manager and one product designer). * Contribute to the Trifecta Vision exercise, bringing Business and Ops requirements (data backed) to the exercise. * Contribute to the squad road map planning and key initiatives impact estimation, finding compromise within the Trifecta to deliver improvements on the north star metric. * Contribute to the communication of key achievements and associated impact delivered over each quarter. // Performance & Stakeholder Management * Own the definition, monitoring, and reporting of the key performance indicators (KPIs) for the after-sales support experience (e.g., FCR, CSAT/NPS, Time to Resolve, process adoption). * Build and maintain strong, trust-based relationships with senior stakeholders across Product, Engineering, Data, and Operations. * Lead the presentation of strategic changes (e.g., Care Process Committee), effectively communicating problem scope, data analysis, rollout plans, and performance outcomes. YOU ARE IN THE RIGHT PLACE IF: ⭐ * 7+ years of experience in Operations, Customer Experience, Process Improvement, or Program Management, with a focus on after-sales or customer support within a high-growth tech or e-commerce environment. * 3+ years of experience leading and managing a team of highly analytical specialists or process managers. * Proven expertise in Customer Journey Mapping, Process Design, and Optimization (Lean/Six Sigma methodology experience vis a plus). * Deep understanding and hands-on experience with Customer Support tooling and automation (ideally Intercom or similar platforms) and leveraging AI Agents for contact deflection. * Excellent analytical skills and a strong track record of using data (SQL, Tableau, etc.) to drive prioritization and measure impact. * Excellent cross-functional collaboration and communication skills, with the ability to influence and build consensus across diverse teams (Tech, Product, Operations). * A "roll up your sleeves" attitude, balancing speed and execution with meticulous attention to CX quality. * Fluency in English is required; another language (French, German, Spanish) is a plus.   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.

We believe the next era of how a company operates is one where humans and always-on agents work side by side - and we're building the platform that gets Melio there. We're looking for an Engineering Manager to lead AI Platform Enablement: a small, high-leverage team that brings agentic teammates to every function at Melio. You'll reshape how the org works day to day, leading senior engineers who build the runtime, frameworks, and patterns that let people across Finance, Operations, CX, Risk, Engineering, and beyond stand up always-on agents that work alongside them. Qualifications: * 4+ years managing engineering teams at scale, with a track record of shipping production AI or LLM-powered features * Deeply technical and passionate about the AI landscape - LLMs, agents, evals, prompting, the trade-offs between frameworks * Strong product instincts - you've worked closely with PMs, designers, and users, and you make calls about what to build based on outcomes, not output * Experience driving org-wide adoption of a new technology - cloud migration, observability rollout, AI tooling, anything where the technical work was the easy part * A bias toward adoption and measurable impact, energized by driving org-wide change in a space with no established playbook to inherit - you build the playbook * Comfortable operating across technical and non-technical audiences; you can hold your own with engineers on architecture trade-offs and with Finance or Ops leaders on workflow change Bonus points: * You've built or led a platform team whose primary customers were non-engineers * You've scaled LLM usage inside a company and have opinions about cost, governance, evals, and paved roads * You teach, write, or speak publicly about engineering, AI, or platform work A day in the life and how you'll make an impact: * Partnering with leaders across Finance, Operations, CX, Risk, and Engineering to identify the agentic teammates that will most change how their teams work, then prioritizing your roadmap around the ones that will land * Working with your tech lead and ICs to shape the platform itself: what capabilities it exposes, which patterns it standardizes, where it stays opinionated vs. flexible * Running adoption and education across Melio - documentation, workshops, office hours, success stories, and the unglamorous work of helping the second and third teams ramp up * Owning a small portfolio of custom agentic workflows your team delivers for high-leverage use cases, proving the platform's value with real, in-production agents * Measuring success in outcomes: teams actively using agentic teammates, work meaningfully shifted from humans to agents, and the rate at which new internal customers come online About the hiring department: The AI Platform Enablement team is Melio's bet that the next era of how a company operates is one where humans and always-on agents work side by side, and that getting there requires more than handing teams API keys. We build the platform that lets anyone at Melio - engineer or not - stand up an agentic teammate that does real work, persistently, alongside the humans it supports. We build custom agentic workflows for the use cases where the leverage is highest. And we own the harder half of the job: helping people across the company actually change how they work. We sit inside Backend Platform Engineering and partner closely with the Data & AI Infra team that owns model serving and infrastructure, with Data Apps on agentic data workflows, and with the company's AI Leads forum on direction. Our customers are everyone at Melio, which makes the work unusually broad and unusually impactful. About Melio: Melio, now part of Xero, is building the future of business payments for small businesses across America. Following our acquisition by Xero, the leading accounting software for small business, we're combining Melio's industry-leading bill pay solution with Xero's powerful accounting tools to transform how millions of small businesses manage their finances. As the fastest-growing B2B payment platform in the US, processing over $100B annually for more than 100,000 businesses, we're just getting started. Together with Xero, we're creating a seamless financial ecosystem that lets small business owners spend less time on back-office tasks and more time doing what they love. With offices in New York and Tel Aviv, Melio offers a vibrant, collaborative culture where your work directly impacts millions of small businesses. We're a diverse team of passionate individuals who believe in moving fast, thinking big, and building products that truly matter. If you're ready to help us dominate the US SMB market while being part of something transformative, we'd love to hear from you.