Title: Product Manager
Location: Chennai, India
About Poshmark
Poshmark is the largest community marketplace for fashion in the US and CA, where anyone can buy, sell, and share their 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.
The Product Manager will be responsible for driving innovation and implementing transformative solutions as a part of customer support to enhance the experience for our sellers and buyers on the Poshmark platform. This role involves collaborating with cross-functional teams, including Engineering, Data Science, and Customer Support to improve features on Service Cloud and Admin and execute strategies to optimize customer support interactions.
The ideal Product Manager for this role
- is motivated by new challenges and solving user problems and ready to make an impact
- has empathy for our community of buyers and sellers and is enthusiastic solving their needs
- has strong communication and collaboration skills
- Has prior experience in stakeholder management and is proactive in communicating
- has strong product sense and an eye for great user experience
- is curious and hungry to learn and is a self-starter and driven to get things done well
- is highly collaborative and open to early / late hours IST as and when needed, while collaborating with stakeholders at HQ (Pacific Time)
Key Responsibilities
1. Define Vision & Strategy
- Develop and own a clear product vision and long-term strategy for customer support initiatives that enhance both agent efficiency and user satisfaction.
- Align product goals with Poshmark’s broader company mission and customer experience objectives, contributing to a unified and impactful product roadmap.
- Partner with leadership to define success metrics and KPIs that measure business impact, scalability, and support quality improvements.
2. Drive AI-Driven Innovation
- Lead the conceptualization and execution of projects leveraging AI and ML to transform customer support operations.
- Identify and implement AI-driven opportunities such as automated issue categorization, intent and sentiment analysis, workflow automation, and intelligent response generation.
- Collaborate with data science and engineering teams to develop scalable, ethical, and high-performing AI models that deliver measurable efficiency gains.
3. Deliver Seamless User & Agent Experiences
- Partner closely with UX/UI designers to create intuitive, human-centered experiences across all customer support touchpoints.
- Ensure support features and workflows are seamlessly integrated into the Poshmark platform for both users and internal teams.
4. Manage the End-to-End Product Lifecycle
- Own the full product lifecycle—from scoping, prioritization, and planning to development, testing, launch, and post-launch iteration.
- Collaborate cross-functionally with engineering, data, operations, and customer success to deliver impactful solutions on time and within budget.
- Employ agile methodologies and strong project management practices to ensure alignment, transparency, and accountability throughout execution.
5. Leverage Data & Insights for Continuous Improvement
- Use data analytics, customer feedback, and support metrics to inform product decisions and uncover opportunities for optimization.
- Monitor and improve key performance indicators, such as case deflection rates, CSAT, TTFR (Time to First Response) and agent productivity.
- Conduct A/B testing and implement iterative improvements based on insights to validate the success and impact of initiatives.
6. Stay Ahead of Industry Trends & Best Practices
- Stay abreast of evolving technologies, support automation trends, and AI advancements shaping customer service innovation.
- Perform regular competitive benchmarking to identify white-space opportunities and ensure Poshmark’s support solutions are market-leading.
- Drive a culture of experimentation and continuous learning within the support product function.
7. Strengthen Collaboration & Operational Excellence
- Build strong relationships with internal stakeholders—including Core Support, Engineering, Marketing, and Data—to ensure alignment and shared ownership of outcomes.
- Support cross-team initiatives that enhance customer experience, operational efficiency, and trust & safety.
- Advocate for scalable, compliant, and future-ready support solutions that align with Poshmark’s values of community, trust, and empowerment.
6-Month Accomplishments:
- Develop and own the product roadmap, ensuring prioritization reflects business goals, customer needs, and technical feasibility.
- Collaborate cross-functionally with team leads to define and align on product strategy
- Establish key performance indicators (KPIs) and build a comprehensive metrics framework to measure feature adoption, impact, and success.
- Deliver 2–3 incremental projects or feature enhancements from the existing backlog, low hanging goals within the first 3 months to drive early momentum and impact.
- Lead 1–2 major features end-to-end—from concept and requirements gathering through design, development, and launch—within the first 6 months.
Requirements:
- Bachelor's degree in Computer Science, Engineering, Business, or a related field
- Proven experience of 2-4 years in product management, preferably in customer support or related domains.
- Passion for customer-centricity and a track record of driving customer-focused product enhancements.
- Has experience running customer research independently to gain customer empathy.
- Strong analytical background and data-driven, demonstrating the ability to understand key performance drivers and ability to execute against findings
- Demonstrated ability to collaborate with cross-functional teams and lead projects from ideation to successful execution.
- Outstanding communication skills and the ability to articulate complex ideas to both technical and non-technical stakeholders.
- Prior experience with chat platforms, chatbot development, and natural language processing is a plus.
- Experience working on SalesForce / other enterprise CRM tools will be an added advantage.
- Experience working with distributed teams across time zone and ability to be flexible to take meetings and discussions late evenings or mornings IST
