Product Manager, Post-Order UX & AI Automation

About Us:

Live experiences help people cross today’s digital divide and focus on what truly connects us – the here, the now, this once-in-a-lifetime moment that’s bringing us together. To fulfill [REDACTED]’s mission of uniting the world through shared experiences, we make it easy for people to discover and access the live experiences that matter most.

With platforms on iOS, Android, mobile web and desktop supporting more than 60,000 events across the US and Canada, we are reimagining the event ticket industry in order to move at the speed of life.

The Role

[REDACTED]'s Post-Order UX & AI Automation team owns everything that happens after a fan completes a purchase — setting the right expectations, delivering tickets reliably, communicating proactively when things change, and building the tools our Fan Operations team uses to support customers efficiently. This PM will own the roadmap for reducing contact rate and cost to serve while raising fan satisfaction, using AI to power both a better self-service experience for fans and better tooling for the internal team who supports them.

This role is open to various levels/ titles — Senior Product Manager, Staff Product Manager, or Principal Product Manager — we're hiring for the right person and scope, not a fixed level.

What You'll Own

• Post-order communications: design and streamline the messaging fans receive after purchase — order confirmations, delivery updates, event-change notifications — to set clear expectations and reduce uncertainty
• Ticket delivery experience: improve the reliability and clarity of ticket delivery to reduce delivery-related complaints and negative reviews
• AI-powered self-service: build fan-facing AI tools (e.g., conversational support, automated resolution flows) that reduce human contact rate for common post-order issues
• Agent-assist and internal tooling: build AI-powered tools for our Fan Operations team (e.g., agent-assist, prioritization and routing, automated triage, knowledge retrieval) that reduce handle time and improve resolution quality
• CSAT: drive improvements in fan satisfaction across the post-order journey
• Cost to serve: lower the cost of supporting each transaction as volume grows, balancing automation with service quality
• A roadmap tied directly to contact rate, CSAT, delivery-related complaints, and cost to serve

What We're Looking For

Common bar:

• A track record of shipping product changes that moved measurable business outcomes
• Strong cross-functional partnership skills — you'll work closely with Fan Operations leadership, Engineering, Data, Trust & Safety, and Supply
• Comfort operating at whatever level you're hired into, from hands-on execution to setting multi-quarter strategy

Domain-specific:

• 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 (contact rate, handle time, CSAT, cost to serve) and how product changes move them
• A data-driven approach — comfort working with SQL/analytics to diagnose where fans get stuck post-purchase

At [REDACTED] pay ranges are subject to change and assigned to a job based on specific market median of similar jobs according to 3rd party salary benchmark surveys. Individual pay within that range can vary for several reasons including skills/capabilities, experience, and available budget.

United States - Pay Range

$169,000—$250,000 USD

[REDACTED] is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

Originally posted on [REDACTED]