Product Manager, Post-Order UX – AI Automation

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📋 Description

• Own the roadmap for reducing contact rate and cost to serve while raising fan satisfaction
• Design and streamline post-order communications, including order confirmations, delivery updates, and event-change notifications
• Improve the reliability and clarity of ticket delivery
• Build fan-facing AI tools such as conversational support and automated resolution flows
• Build AI-powered tools for the Fan Operations team, including agent-assist, prioritization and routing, automated triage, and knowledge retrieval
• Drive improvements in fan satisfaction across the post-order journey
• Lower the cost of supporting each transaction while balancing automation with service quality
• Tie the roadmap directly to contact rate, CSAT, delivery-related complaints, and cost to serve
• Partner cross-functionally with Fan Operations leadership, Engineering, Data, Trust & Safety, and Supply

🎯 Requirements

• A track record of shipping product changes that moved measurable business outcomes
• Strong cross-functional partnership skills
• Comfort operating at whatever level you're hired into, from hands-on execution to setting multi-quarter strategy
• Experience owning post-purchase experience in a marketplace environment, customer service/support operations, or contact center technology
• Experience shipping AI or LLM-powered product features, ideally in a support or self-service context
• Familiarity with support metrics including contact rate, handle time, CSAT, and cost to serve
• Comfort working with SQL/analytics to diagnose where fans get stuck post-purchase

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