The Role

Gametime's Post-Order UX & AI Automation team owns everything that happens after a fan completes a purchase — setting the right expectations, delivering tickets reliably, communicating proactively when things change, and building the tools our Fan Operations team uses to support customers efficiently. This PM will own the roadmap for reducing contact rate and cost to serve while raising fan satisfaction, using AI to power both a better self-service experience for fans and better tooling for the internal team who supports them.

This role is open to various levels/ titles — Senior Product Manager, Staff Product Manager, or Principal Product Manager — we're hiring for the right person and scope, not a fixed level.

What You'll Own

• Post-order communications: design and streamline the messaging fans receive after purchase — order confirmations, delivery updates, event-change notifications — to set clear expectations and reduce uncertainty
• Ticket delivery experience: improve the reliability and clarity of ticket delivery to reduce delivery-related complaints and negative reviews
• AI-powered self-service: build fan-facing AI tools (e.g., conversational support, automated resolution flows) that reduce human contact rate for common post-order issues
• Agent-assist and internal tooling: build AI-powered tools for our Fan Operations team (e.g., agent-assist, prioritization and routing, automated triage, knowledge retrieval) that reduce handle time and improve resolution quality
• CSAT: drive improvements in fan satisfaction across the post-order journey
• Cost to serve: lower the cost of supporting each transaction as volume grows, balancing automation with service quality