Product Manager II, Post Order Experience

Who you are

You have 2-5 years of product management experience, ideally with B2B or transactional platforms — you understand the nuances of managing customer journeys and have a strong focus on user experience. Your background includes experience with order management, fulfillment tracking, or support tooling, which equips you to address customer pain points effectively. You are data-driven and comfortable using experimentation and user research to inform your decisions, ensuring that every feature you build enhances customer satisfaction and loyalty.

You excel in cross-functional collaboration, working closely with engineering, design, and customer service teams to streamline processes and improve transparency. Your ability to act as the voice of the customer internally allows you to gather feedback at scale and prioritize the roadmap for all post-order touchpoints. You are passionate about creating a seamless experience for customers, from order confirmation to delivery and support resolution.

Desirable

Experience with customer satisfaction metrics such as CSAT and NPS is a plus, as is familiarity with supply chain and logistics processes. You are proactive in identifying opportunities for improvement and are skilled at building features that address customer needs. Your strong communication skills enable you to articulate your vision and collaborate effectively with diverse teams.

What you'll do

In this role, you will own and optimize the customer journey after an order is placed, ensuring that every buyer feels informed, confident, and delighted throughout their interaction with Xometry. You will define and prioritize the roadmap for all post-order touchpoints, including order tracking, status updates, delays, communications, and support workflows. Collaborating with engineering, design, and customer service, you will streamline resolution paths and improve transparency to enhance the overall customer experience.

You will work cross-functionally with supply chain and logistics teams to reduce turnaround times and ensure that service level agreements (SLAs) are met. Your focus will be on building and iterating on features that proactively address customer pain points and increase customer satisfaction and loyalty. You will drive a data-informed approach using experimentation and user research to improve retention and customer loyalty, acting as the voice of the customer internally.

What we offer

At Xometry, you will be part of a dynamic team that is committed to transforming the manufacturing industry. We offer a collaborative work environment where your contributions will have a direct impact on our customers' experiences. You will have the opportunity to work on innovative projects that connect people with big ideas to the manufacturers who can bring them to life. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.