About this role
Managing post-order communications, streamlining ticket delivery processes, and deploying AI-powered self-service and agent-assist tools form the core day-to-day responsibilities for this position. Gametime United seeks a product manager to own the roadmap for the Post-Order UX & AI Automation team, focusing on reducing contact rates and lowering the cost to serve while increasing overall fan satisfaction.
The team builds solutions that handle everything occurring after a purchase is completed, ensuring reliable ticket delivery, proactive messaging, and efficient internal tooling for the Fan Operations staff. Success in the role requires a data-driven approach to diagnose customer pain points, proven cross-functional collaboration with engineering and operations, and a strong background in shipping marketplace or customer support features.
What you will do
- Design and streamline post-purchase messaging including order confirmations, delivery updates, and event-change notifications to set clear expectations.
- Improve the reliability and clarity of ticket delivery to minimize complaints and negative reviews.
- Build fan-facing artificial intelligence tools like conversational support and automated resolution flows to decrease human contact rates.
- Develop internal tooling and agent-assist features for the Fan Operations team to reduce handle times and improve resolution quality.
- Drive measurable improvements in fan satisfaction scores across the entire post-order journey.
- Lower the cost of supporting each transaction as volume grows by balancing automation with service quality.
What you need
- A track record of shipping product changes that moved measurable business outcomes.
- Strong cross-functional partnership skills working alongside engineering, data, operations, and supply teams.
- Comfort operating at various levels from hands-on execution to setting multi-quarter strategy.
- Experience owning post-purchase experience in a marketplace environment, customer service operations, or contact center technology.
- Experience shipping artificial intelligence or large language model-powered product features in a support context.
- Familiarity with support metrics such as contact rate, handle time, customer satisfaction, and cost to serve.
- A data-driven approach with comfort using SQL and analytics to diagnose user drop-off points.
Skills and tech stack
Questions candidates ask
What is the remote work policy for this role?
The job posting indicates that the position is remote and open to individuals located in the United States.
What is the salary range for the position?
The pay range for United States-based candidates is $169,000 to $250,000 USD, though individual pay can vary based on skills, capabilities, experience, and available budget.
What level is this position?
The role is open to various levels and titles including Senior Product Manager, Staff Product Manager, or Principal Product Manager depending on the scope and the candidate.
The application is on the official Gametime United careers page.
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