Product Manager, Post-Order UX & AI Automation

The role

This Product Manager will own the roadmap for post-order communications, ticket delivery, and AI-powered self-service tools. The role focuses on reducing contact rate and cost to serve while increasing fan satisfaction.

What you will do

• Design and streamline post-order messaging like order confirmations and delivery updates
• Improve reliability and clarity of ticket delivery
• Build fan-facing AI tools for self-service
• Build AI-powered tools for the Fan Operations team
• Drive improvements in fan satisfaction across the post-order journey
• Lower the cost of supporting each transaction
• Manage a roadmap tied to contact rate, CSAT, delivery-related complaints, and cost to serve

Required qualifications

• Track record of shipping product changes that moved measurable business outcomes
• Strong cross-functional partnership skills
• Comfort operating 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
• Familiarity with support metrics (contact rate, handle time, CSAT, cost to serve)
• Data-driven approach with comfort working with SQL/analytics

Nice to have

• Experience shipping AI or LLM-powered product features, ideally in a support or self-service context

About the company

Gametime makes it easy for people to discover and access live experiences. They operate platforms on iOS, Android, mobile web and desktop supporting more than 60,000 events across the US and Canada.