Director of Product Engineering, Consumer & Support

Veho • New York, NY

19h

About The Position

About the Role

The ideal candidate doesn't just define what to build, they use AI to help build
it. They combine product judgment with hands-on building to ship AI-powered
workflows, consumer-facing systems, and internal tools that measurably improve
Veho's consumer experience.

The role has two core mandates:
1. Creating a consumer delivery experience that delights. You will own the
consumer delivery experience end-to-end — tracking, notifications, delivery
feedback, and the measurement systems that tell us whether we're getting better.
You will connect consumer product directly to delivery defect reduction —
building around delivery primitives such as addresses, geocodes, access codes,
and instructions. And you will push Veho's consumer surfaces beyond passive
tracking toward an experience where Veho becomes an extension of the client's
brand.

2. Reimagining support as a differentiator, not a cost center. You will build
and ship AI-powered support workflows that increase first-contact resolution
while increasing customer satisfaction and reducing cost per interaction. You
will partner with Support leadership on tooling architecture and build vs. buy
decisions with a strong technical POV.

Key metrics: Consumer CSAT, Support CSAT, First contact resolution, delivery
issue rate.

What Success Looks Like in 12 months:

Consumers have clearer, more accurate visibility into package status, and
inbound contact rate has measurably decreased.
The consumer product unlocks best-in-class delivery success — features you've
built around addresses, geocodes, access codes, and instructions are
massively reducing defects.
Veho's consumer surfaces have moved beyond passive tracking toward
interactive delivery control — acting as an extension of the client's brand
and elevating it where possible.
AI-powered support workflows are in production, measurably increasing
deflection and first-contact resolution while reducing cost per interaction
and creating the best customer experience possible.
Rebuilt Veho's support tech architecture to be best-in-class.

What a Great Candidate Looks Like

You combine product instinct with the ability to build and ship. You've created
consumer-facing products and AI-powered workflows in production — not just
prototypes. You use AI tools like Claude Code to turn ideas into working
solutions without relying heavily on others. You don't need to be a professional
engineer — but you need to be capable of achieving outcomes through AI-assisted
building. You've operated in logistics, delivery, or marketplace environments
where the product intersects with physical operations and real-time
decision-making.

You are a builder, not just a delegator. You default to speed, instrument
everything, and iterate based on data. You earn trust through output, not
politics.

You think in systems. You can see how a change in notification logic affects
contact rate, which affects support staffing, which affects cost per package.
You translate that systems thinking into product decisions that engineers can
build and operators can execute.

You obsess over the consumer experience. The bar for this role isn't
“functional” — it's “delightful”. You don't settle for seamless; you build
experiences that surprise and earn trust. You understand that in a world where
delivery is commoditized, delight is the differentiator.

You are an exceptional communicator with high ownership. You present clearly to
executives, write PRDs that engineers actually read, and earn credibility with
operators by deeply

Requirements

• 8+ years in product management, product engineering, or a hybrid of both.
• Shipped consumer-facing products at scale.
• Designed and built LLM/AI-powered products in production environments.
• Builder mindset: uses AI tools like Claude Code to help prototype, build, and ship.
• Strong measurement orientation — designs experiments, defines metrics, and instruments systems to prove impact.

Nice To Haves

• Experience in logistics, delivery, marketplace, or operationally complex businesses.
• Experience with support tech — escalation systems, chatbots, agent tooling, CRM architecture.
• Experience at companies with strong product and ops cultures (DoorDash, Instacart, Uber, Lyft, Airbnb.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 251-500 employees