Product Manager, Post-Order UX & AI Automation

About Our Client:
This organization operates in the live event ticketing industry, addressing the challenge of connecting people with live experiences across digital platforms. It supports over 60,000 events in the US and Canada through iOS, Android, mobile web, and desktop platforms, aiming to simplify access to events and enhance user engagement in a dynamic market.
About the Opportunity:
The PRODUCT MANAGER, POST-ORDER UX & AI AUTOMATION is responsible for improving the post-purchase experience for customers. This role focuses on enhancing communication, ticket delivery reliability, and customer support through AI-powered tools, aiming to reduce support contact rates and costs while increasing customer satisfaction. The position is integral to optimizing the customer journey after purchase and supporting operational efficiency.
Responsibilities:
Design and streamline post-order communications to set clear customer expectations
Improve reliability and clarity of ticket delivery to reduce complaints
Develop AI-driven self-service tools to minimize human support needs
Create AI-powered internal tools to assist support agents and improve resolution quality
Enhance customer satisfaction (CSAT) throughout the post-order process
Reduce cost to serve by balancing automation with service quality
Manage a roadmap focused on contact rate, CSAT, delivery complaints, and cost efficiency
Requirements:
Proven experience delivering product changes that impact measurable business outcomes
Strong cross-functional collaboration skills with teams such as Operations, Engineering, Data, and Trust & Safety
Ability to operate at varying levels from execution to strategic planning
Experience managing post-purchase experiences in marketplace or support environments
Experience with AI or large language model (LLM)-powered product features in support or self-service contexts
Knowledge of support metrics such as contact rate, handle time, CSAT, and cost to serve
Data-driven approach with proficiency in SQL or analytics to identify post-purchase issues
Pay Range and Compensation Package:
United States - Pay Range $169,000—$250,000 USD
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
RemoteHunter is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.

Work arrangement
Yes