Director of Product Engineering, Consumer & Support (AI)

TL;DR

Director of Product Engineering, Consumer & Support (AI): Owning end-to-end consumer delivery experience including tracking, notifications, feedback, and measurement systems with an accent on delivery primitives like addresses, geocodes, access codes, and instructions. Focus on building AI-powered support workflows for first-contact resolution, customer satisfaction, and cost reduction while reimagining support tooling architecture.

Hybrid, New York. Unable to provide sponsorship at this time.

Base pay range: $200,000 – $240,000 per year.

Company

Building modern end-to-end logistics infrastructure for ecommerce brands and consumers, powered by next-generation technology and vertically integrated supply chain. Clients include Hello Fresh, Zara, Macy’s, Sephora.

What you will do

• Own consumer delivery experience end-to-end: tracking, notifications, delivery feedback, and measurement systems to reduce defects.
• Build interactive consumer surfaces extending client brands, using delivery primitives like addresses and access codes.
• Develop and ship AI-powered support workflows to increase resolution, satisfaction, and reduce costs.
• Partner with Support leadership on tooling architecture, build vs. buy decisions with technical perspective.
• Instrument systems, run experiments, and iterate based on metrics like CSAT, first-contact resolution, delivery issue rate.

Requirements

• 8+ years in product management, product engineering, or hybrid.
• Shipped consumer-facing products at scale.
• Designed and built LLM/AI-powered products in production.
• Builder mindset: use AI tools like Claude to prototype, build, and ship.
• Strong measurement: design experiments, define metrics, prove impact.

Nice to have

• Experience in logistics, delivery, marketplace, or operationally complex businesses.
• Support tech: escalation systems, chatbots, agent tooling, CRM architecture.
• Experience at companies like DoorDash, Instacart, Uber, Lyft, Airbnb.

Culture & Benefits

• Merit-based culture rewarding performance with generous equity and career growth.
• Championship team aligned with mission to power future of commerce.
• Value-driven: Team Up, Drive Impact, Take Ownership, Solve Bigger, Obsess Over Experience, Make Today Count.
• Investment in high-performers.