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Senior Product Manager, Community Support

Company: Poshmark
Location: Redwood City
Posted on: June 12, 2022

Job Description:

Poshmark is the largest community marketplace for fashion where anyone can buy, sell and share their personal style. With millions of shoppers and seller stylists, Poshmark brings together a vibrant community every day to express themselves and share their love of fashion. -
As a Product Manager, you'll partner with our community support team to create the best customer experience for our buyers and sellers as well as to build tools to better serve our internal community support agents. -
The ideal Product Manager for this role ---


  • Has empathy for our users -
  • Listens and understands the needs of our community support team
  • Works to define the underlying problems -
  • Has strong communication and collaboration skills -

    Responsibilities:

    • Partner with our community support teams to understand, rationalize and prioritize requests for new features in the product roadmap
    • Use product requests and data analysis to determine the root problems in our customer service and come up with holistic solutions that will scale
    • Expand our customer communication capabilities and research technologies to help drive smart responses
    • Explore buyer and seller communication while understanding the social dynamics and nuances of a two-sided marketplace -
    • Manage a team of product managers
    • Work closely with design and engineering to drive innovation, productivity and quality while iterating on the product until project goals and growth targets are met
    • Collect necessary data in order to analyze and report on key metrics
    • Work on all platforms of the product: Android, iOS, Desktop Web and Mobile Web
    • Be able to work on multiple projects at one time and manage competing priorities
    • Have a can-do attitude and take initiative in a fast-paced environment

      6-Month Accomplishments: -

      • Identify KPIs and create a framework for measuring community support agent performance as well as user satisfaction after buying or selling -
      • Create a system where users and community support team members are not just empowered to voice their opinions and give feedback and feature requests, but feel heard -
      • Build a prioritization framework that takes into account information from multiple teams -
      • Develop an ongoing product roadmap to support our community support teams -
      • Deliver 3 product features and implement 3 A/B tests -

        Desired Skills:

        • BS/BA required in Computer Science or a related technical field
        • 6+ years of product management experience -
        • Strong analytical background and data driven, demonstrating the ability to understand key performance drivers and ability to execute against findings
        • Must have excellent written and communication skills, and be extremely detail oriented
        • Strong technical architectural understanding of mobile and web products like Poshmark
        • Must have experience working with design and engineering teams to deliver end to end products

Keywords: Poshmark, Redwood City , Senior Product Manager, Community Support, Executive , Redwood City, California

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