Product Manager, Post-Order UX & AI Automation
New
J
JobgetherProduct Development
USFull-TimeSenior
Salary169,000 - 250,000 USD per year
Apply NowOpens the employer's application page
Job Details
- Required Skills
- SQLArtificial IntelligenceProduct ManagementLLMData analytics
Requirements
- Demonstrated success shipping product changes that have delivered measurable improvements in business or customer outcomes.
- Strong cross-functional collaboration skills and the ability to work effectively with operations leadership, engineering, data, trust and safety, and supply teams.
- Experience owning post-purchase experiences within a marketplace environment, customer service or support operation, or contact center technology is preferred.
- Hands-on experience launching AI- or LLM-powered product features, ideally in customer support, self-service, or operational contexts, is highly valuable.
- Familiarity with support and service metrics such as contact rate, handle time, customer satisfaction, and cost to serve is required.
- A data-driven approach and comfort using SQL and analytics to diagnose customer friction points and identify opportunities for improvement are important.
- The ability to operate at the appropriate level of detail, from hands-on product execution through multi-quarter strategy development, is essential.
- Strong product judgment, ownership, communication, and problem-solving skills are needed to navigate a fast-moving environment and deliver meaningful outcomes.
Responsibilities
- Own the product roadmap for the post-order customer journey, with a focus on improving satisfaction while reducing contact rates and cost to serve.
- Design and streamline post-purchase communications, including order confirmations, delivery updates, and event-change notifications, to create clear expectations and reduce customer uncertainty.
- Improve the reliability and clarity of ticket delivery experiences to minimize delivery-related complaints and negative customer feedback.
- Develop AI-powered self-service experiences, such as conversational support and automated resolution flows, to help customers resolve common post-order issues without human assistance.
- Build AI-powered tools for support teams, including agent-assist capabilities, automated triage, prioritization and routing, and knowledge retrieval, to reduce handling time and improve resolution quality.
- Establish and manage a roadmap tied directly to measurable outcomes such as contact rate, customer satisfaction, delivery-related complaints, and cost to serve.
- Partner closely with operations, engineering, data, trust and safety, and supply teams to identify opportunities, execute product initiatives, and deliver measurable business results.
- Balance automation with service quality to ensure operational efficiency does not come at the expense of the customer experience.
View Full Description & ApplyYou'll be redirected to the employer's site
