Senior Product Manager, Post-Order Experience

Location: North Bethesda, MD, Boston, MA
Reports To: VP of Product

About the Role:
We’re looking for a Senior Product Manager, Post-Order Experience to own and optimize the customer journey after an order is placed. From order confirmation to delivery and support resolution, your work will ensure every buyer feels informed, confident, and delighted throughout their interaction with Xometry.

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.

Qualifications:

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.

Familiarity with agile product development, data tools, and experimentation frameworks.

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