Senior Product Manager -Customer Support & Sales
Who we are:
Resident is an industry leader in the Direct-to-Consumer (e-commerce) space. While our customers are primarily based in the US, our R&D, Product, and Data teams have been operating out of Tel Aviv since our founding. Our mission is simple: we are building a best-in-class e-commerce platform that leverages data and technology to create a competitive advantage for our brands. Starting from the marketing acquisition funnel and continuing through each customer’s journey, our tools and technology enable us to go the extra step to deliver a world-class customer experience. Our company is built around continuously improving our ability to introduce new customers to our products and wow them with exceptional experiences through the shopping and post-purchase journey. We love to use data and metrics to drive our decisions, while keeping in mind that customers don’t speak in numbers, and that each one should be treated as a member of our family. Oh, and by the way, you’ll get to work with a diverse group of experts around the globe. You can expect a hard-working team of people that understand how to create meaningful connections and get great work done virtually - it’s in our nature!
What we do:
The Product Admin team is responsible for building and overseeing the company’s E-commerce platform and all post-purchase products, features, and functionalities. Our mission is to provide best-in-class tools to our in-house customers, supporting the company’s goals and growth. As part of the team, you will own these complex processes from end to end, including designing and measuring their impact.
What you’ll be doing:
We are looking for a Senior Product Manager to own the Customer Support and Sales domain within our proprietary commerce platform, including its integrations with third-party tools and vendors. In this role, you will be the product owner of a critical internal SaaS system used daily with direct impact on revenue protection, customer satisfaction, and operational efficiency.
You will define the product strategy and roadmap for this domain, work closely with Senior Leadership to align on priorities and trade-offs, and partner with Customer Support, Sales, Operations, Finance, R&D, Design, and Data teams to deliver scalable solutions in a fast-moving, ambiguous environment. This is a high-ownership role and the ability to drive change across the organisation.
Roles & responsibilities:
- Own the end-to-end product lifecycle for internal Customer Support and Sales tools, from discovery and user research through delivery, launch, adoption, and ongoing optimization
- Understand the needs, workflows, and constraints of support and sales teams, and translate business goals such as revenue protection, efficiency, and CX improvement into a clear product strategy and measurable outcomes
- Design and deliver solutions that help teams resolve customer issues faster and prevent revenue loss, including proactive cancellation prevention, smarter refund and return flows, and workflow automation
- Build sales-enablement capabilities that improve conversion, upsell, and cross-sell effectiveness, and average order value
- Lead cross-functional execution and change management by aligning stakeholders across Customer Support, Sales, Operations, Finance, R&D, Design, and Data, and driving adoption of new tools and processes
- Evaluate and integrate third-party platforms and vendors, making informed build-vs-buy decisions with a focus on scalability, cost, and long-term maintainability
- Identify opportunities to simplify complex workflows, reduce manual effort, and scale operations through better product design, automation, and data
- Define success metrics, track business and operational impact, and use data and qualitative feedback to continuously prioritise and improve outcomes, with visibility to senior leadership
Qualifications:
- 5+ years of Product Management experience in SaaS, e-commerce, or other operationally complex product environments)
- Experience owning and developing internal products or platforms used by Customer Support, Sales, Operations, or similar teams
- Experience with customer support and/or sales workflows, such as order management, refunds, cancellations, returns, and service recovery
- Ability to operate in ambiguous environments, make thoughtful trade-offs, and balance customer experience, operational efficiency, and business impact
- Data-oriented Product Manager with the ability to define success metrics and use data to inform prioritisation and decisions
- Strong communication and stakeholder-management skills, with experience working cross-functionally across Product, Engineering, Design, Operations, and Senior Leadership
- Ability to translate business and operational needs into clear product requirements and execution plans
- Background with AI-powered workflows, automation, or decision-support systems
- Fluency in English and experience working with global teams and users across multiple regions