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Salary: USD 169,000 - 250,000 / annual
Gametime is a live-event ticketing marketplace operating across iOS, Android, web, and desktop, covering 60,000+ events in the US and Canada. The company's mission is to unite people through shared experiences by making event discovery and ticket access seamless.
You will own the post-order experience—everything that happens after a fan completes a purchase. This includes order confirmations, ticket delivery, event-change notifications, and the tools the Fan Operations team uses to support customers. Your core mandate is to reduce contact rate and cost to serve while raising fan satisfaction, leveraging AI to power both customer-facing self-service and internal agent-assist tooling.
Key ownership areas:
- Post-order communications: design and streamline messaging (confirmations, delivery updates, notifications) to set clear expectations and reduce uncertainty
- Ticket delivery experience: improve reliability and clarity to reduce delivery complaints and negative reviews
- AI-powered self-service: build fan-facing AI tools (conversational support, automated resolution flows) to reduce human contact for common post-order issues
- Agent-assist and internal tooling: create AI-powered tools for Fan Operations (agent-assist, prioritization, triage, knowledge retrieval) to reduce handle time and improve resolution quality
- CSAT: drive fan satisfaction improvements across the post-order journey
- Cost to serve: lower support cost per transaction as volume grows, balancing automation with quality
- Roadmap: tie directly to contact rate, CSAT, delivery complaints, and cost metrics
You will partner closely with Fan Operations leadership, Engineering, Data, Trust & Safety, and Supply teams. The role is flexible on level—Senior, Staff, or Principal Product Manager—based on the right person and scope.
Requirements:
- Track record of shipping product changes that moved measurable business outcomes
- Strong cross-functional partnership skills
- Comfort operating at your hired level, from hands-on execution to multi-quarter strategy
- Experience owning post-purchase experience in a marketplace, customer service operations, or contact center technology
- Experience shipping AI or LLM-powered product features, ideally in support or self-service contexts
- Familiarity with support metrics (contact rate, handle time, CSAT, cost to serve) and how product changes move them
- Data-driven approach with comfort using SQL/analytics to diagnose customer friction points
