Senior Product Manager • Senior

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 equips you to understand the intricacies of the post-order experience. You are adept at defining and prioritizing roadmaps, ensuring that every touchpoint in the customer journey is optimized for satisfaction and efficiency. You possess strong analytical skills, enabling you to drive a data-informed approach to product development and customer engagement. Your collaborative spirit shines through as you work cross-functionally with engineering, design, and customer service teams to streamline processes and improve transparency. You are the voice of the customer within the organization, developing mechanisms to gather feedback at scale and ensuring that customer needs are met effectively.

Desirable

Experience with order management systems and fulfillment tracking is preferred, as it will enhance your ability to address customer pain points effectively. Familiarity with customer satisfaction metrics such as CSAT and NPS will be beneficial in driving improvements in retention and loyalty. You are comfortable using experimentation and user research to inform your decisions, ensuring that the features you build proactively address customer needs and enhance their experience.

What you'll do

In this role, you will own and optimize the customer journey after an order is placed, from confirmation to delivery and support resolution. You will define and prioritize the roadmap for all post-order touchpoints, including order tracking, status updates, and communications. Collaborating closely with engineering, design, and customer service teams, you will streamline resolution paths and improve transparency throughout the 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, ultimately increasing customer satisfaction and loyalty. You will drive a data-informed approach using experimentation and user research to enhance retention and customer loyalty. Acting as the voice of the customer internally, you will develop mechanisms to gather feedback at scale, ensuring that the customer perspective is always considered in product decisions.

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 bring them to life.