Product Manager, Post-Order UX & AI Automation

Location: Remote within the United States

Salary: $169,000–$250,000 USD per year

Company

hirify.global provides platforms for discovering and accessing live experiences, supporting more than 60,000 events across the United States and Canada on iOS, Android, mobile web, and desktop.

What you will do

• Own the roadmap for the post-order customer experience, including order confirmations, delivery updates, and event-change notifications.
• Improve ticket delivery reliability and clarity to reduce delivery-related complaints and negative reviews.
• Build AI-powered fan self-service features such as conversational support and automated resolution flows.
• Develop AI-powered agent-assist and internal tooling for prioritization, routing, automated triage, and knowledge retrieval.
• Improve fan satisfaction while reducing contact rate, handle time, and cost to serve.
• Partner with Fan Operations leadership, Engineering, Data, Trust & Safety, and Supply on a metrics-driven roadmap.

Requirements

• Track record of shipping product changes that produced measurable business outcomes.
• Experience owning post-purchase experiences in a marketplace, customer support operations, or contact center technology environment.
• Experience shipping AI- or LLM-powered product features, preferably for support or self-service.
• Familiarity with contact rate, handle time, CSAT, and cost-to-serve metrics.
• Comfort using SQL and analytics to identify where customers encounter problems after purchase.
• Ability to operate across hands-on execution and multi-quarter product strategy.

Culture & Benefits

• Remote work environment.
• Inclusive workplace focused on bringing together people from different backgrounds and perspectives.
• Equal opportunity employment commitment.