Product Manager, Post-Order UX – AI Automation

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the roadmap aimed at decreasing contact rates and serving costs while enhancing fan satisfaction.

• Create and optimize post-order communications, which encompass order confirmations, delivery notifications, and event-change alerts.

• Enhance the dependability and transparency of ticket delivery.

• Develop fan-oriented AI solutions, including conversational support and automated resolution processes.

• Construct AI-driven tools for the Fan Operations team, featuring agent assistance, prioritization and routing, automated triage, and knowledge retrieval.

• Propel enhancements in fan satisfaction throughout the post-order experience.

• Reduce the expense of supporting each transaction while maintaining a balance between automation and service quality.

• Align the roadmap with contact rate, CSAT, delivery-related complaints, and serving costs.

• Collaborate across functions with Fan Operations leadership, Engineering, Data, Trust & Safety, and Supply.

⛳️ Requirements

• Proven experience in implementing product changes that resulted in measurable business outcomes.

• Excellent skills in cross-functional collaboration.

• Ability to operate effectively at any level, from hands-on execution to developing multi-quarter strategies.

• Background in managing post-purchase experiences in a marketplace setting, customer service/support operations, or contact center technology.

• Experience delivering AI or LLM-powered product features, preferably in a support or self-service environment.

• Understanding of support metrics, including contact rate, handle time, CSAT, and serving costs.

• Proficiency in working with SQL/analytics to identify areas where fans encounter challenges post-purchase.

🏝️ Benefits

• Comprehensive health insurance coverage.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• Engaging work environment with a focus on teamwork and collaboration.