Xometry is looking to optimize the customer journey after an order is placed to ensure buyers feel informed, confident, and delighted throughout their interaction with Xometry.
Requirements
- Familiarity with agile product development, data tools, and experimentation frameworks.
Responsibilities
- Define and prioritize the roadmap for all post-order touchpoints including order tracking, status updates, delays, communications, and support workflows.
- Collaborate with engineering, design, and customer service to streamline resolution paths and improve transparency.
- Work cross-functionally with supply chain and logistics teams to reduce turnaround times and ensure SLAs are met.
- Build and iterate on features that proactively address customer pain points and increase CSAT/NPS.
- Drive a data-informed approach using experimentation and user research to improve retention and customer loyalty.
- Act as the voice of the customer internally and develop mechanisms to gather feedback at scale.
Other
- 5+ years of product management experience, ideally with B2B or transactional platforms.
- Experience with order management, fulfillment tracking, or support tooling preferred.
- Strong customer empathy and experience with user-centered product development.
- LI-Hybrid
- All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
