Product Manager, Post-Order UX & AI Automation

Role overview

A live event ticketing marketplace is hiring a Product Manager to lead its Post-Order UX and AI Automation team, owning everything that happens after a fan completes a purchase. The role blends customer experience design with applied AI to power self-service for fans and smarter tooling for internal support staff. The charter centers on reducing contact rates and cost-per-transaction while lifting customer satisfaction.

Responsibilities

- Shape the roadmap for post-purchase messaging, including order confirmations, delivery updates, and event-change notifications that set clear expectations. - Improve ticket delivery reliability and clarity to cut delivery-related complaints and negative reviews. - Build fan-facing AI capabilities such as conversational support and automated resolution flows that deflect common issues from human agents. - Develop AI-powered internal tools (agent-assist, prioritization and routing, automated triage, knowledge retrieval) that reduce handle time and lift resolution quality. - Drive measurable gains in customer satisfaction across the post-order journey. - Lower the blended cost of supporting each transaction as volume scales, balancing automation with service quality.

Requirements

- Track record of shipping product changes that moved measurable business outcomes. - Cross-functional partnership experience working with operations leadership, engineering, data, and risk or supply counterparts. - Background owning post-purchase experience in a marketplace, customer support operation, or contact center technology environment. - Hands-on experience shipping AI or LLM-powered product features, ideally in a support or self-service context. - Familiarity with support metrics such as contact rate, handle time, CSAT, and cost to serve, and how product changes move them. - Data-driven approach with comfort working in SQL to diagnose where fans get stuck after purchase.

Nice to have

- The team is open to Senior, Staff, or Principal level scope depending on candidate fit.

Benefits and work setup

- US-based pay range listed in the source: $169,000–$250,000 USD, benchmarked to market medians for the role.