This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Product Manager, Post-Order UX & AI Automation based in United States.
This role owns the customer experience after a purchase, from setting clear expectations to reliable ticket delivery and proactive communication when circumstances change.
You will lead the roadmap for improving post-order experiences while reducing customer contact rates and the cost to serve.
The position combines customer-facing product development with AI-powered automation and internal support tooling.
You will build experiences that help customers resolve common issues independently while enabling support teams to work more efficiently.
Success will be measured through customer satisfaction, delivery-related complaints, contact rate, and operational efficiency.
You will work closely with cross-functional leaders across operations, engineering, data, trust and safety, and supply.
The role is open to different levels, including Senior, Staff, or Principal Product Manager, with scope determined by the candidate's experience and capabilities
Accountabilities:
- 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.
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.
Benefits:
- The U.S. compensation range for this role is $169,000–$250,000 USD.
- The role is remote.
- The position offers the opportunity to work on AI-powered customer experiences and automation at significant scale.
- The role provides broad cross-functional exposure across product, engineering, data, operations, trust and safety, and supply.
- The organization is committed to fostering an inclusive environment where individuals from different backgrounds and perspectives can thrive and contribute.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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