Product Manager, Post-Order UX & AI Automation
About The Position
Gametime'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.
Requirements
- 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
- 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
Responsibilities
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
