Senior Product Manager, Post Order Experience

Who you are

You have over 5 years of product management experience, ideally with a focus on B2B or transactional platforms. Your background includes working with order management, fulfillment tracking, or support tooling, which has equipped you with a strong understanding of customer needs and expectations. You are adept at defining and prioritizing roadmaps, ensuring that every touchpoint in the customer journey is optimized for satisfaction and efficiency. Your collaborative spirit shines as you work cross-functionally with engineering, design, and customer service teams to streamline processes and improve transparency. You are data-driven, using experimentation and user research to inform your decisions and enhance customer retention and loyalty. You act as the voice of the customer within the organization, developing mechanisms to gather feedback at scale and ensure that customer insights drive product improvements.

What you'll do

In this role, you will own and optimize the customer journey after an order is placed, from order confirmation to delivery and support resolution. You will define and prioritize the roadmap for all post-order touchpoints, including order tracking, status updates, delays, communications, and support workflows. Collaborating closely with engineering, design, and customer service, you will work to streamline resolution paths and improve transparency for customers. You will also engage 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 features that proactively address customer pain points, ultimately increasing customer satisfaction (CSAT) and net promoter score (NPS). You will drive a data-informed approach, utilizing experimentation and user research to enhance retention and customer loyalty. As the voice of the customer, you will develop mechanisms to gather feedback at scale, ensuring that customer insights are integrated into product development.

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 directly impact the customer experience. You will have the opportunity to work with talented professionals across various functions, enhancing your skills and expanding your professional network. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds. Join us in our mission to connect innovative ideas with the manufacturing capabilities that can bring them to life.