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 optimizing user experiences. Your background includes experience with order management, fulfillment tracking, or support tooling, which equips you to tackle challenges in post-order processes effectively. You are a strong collaborator, able to work cross-functionally with engineering, design, and customer service teams to streamline workflows and improve transparency. Your data-informed approach to decision-making drives your ability to enhance customer satisfaction and loyalty.

Desirable

Experience with customer satisfaction metrics such as CSAT and NPS is a plus, as is familiarity with user research methodologies. You are comfortable acting as the voice of the customer internally, developing mechanisms to gather feedback at scale. Your strong communication skills enable you to articulate customer needs and advocate for improvements across teams.

What you'll do

In this role, you will define and prioritize the roadmap for all post-order touchpoints, including order tracking, status updates, delays, communications, and support workflows. You will collaborate closely with engineering, design, and customer service to streamline resolution paths and improve the overall customer experience. Working cross-functionally with supply chain and logistics teams, you will focus on reducing turnaround times and ensuring service level agreements (SLAs) are met. You will build and iterate on features that proactively address customer pain points, driving improvements in customer satisfaction and retention.

Your responsibilities will also include driving a data-informed approach using experimentation and user research to enhance customer loyalty. You will act as the voice of the customer internally, developing mechanisms to gather feedback at scale and ensuring that customer insights inform product decisions. You will be responsible for monitoring key performance indicators and adjusting strategies as necessary to meet customer needs effectively.

What we offer

Xometry offers a dynamic work environment where you can make a significant impact on the customer experience. You will have the opportunity to work with a talented team dedicated to innovation and excellence in the manufacturing industry. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds. Join us in shaping the future of manufacturing and enhancing customer journeys.