Staff Product Manager, Post-Order Experience

Staff Product Manager, Post-Order Experience

Waltham, MA

Xometry powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry's digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity.

As the Staff Product Manager for Post-Order Experience, you will be the primary architect of the customer journey from the moment an order is placed to its final delivery. At Xometry, we manage complex, custom manufacturing; your mission is to transform that complexity into a seamless, transparent, and intelligent experience. You will define the vision, strategy, and long-term roadmap for the post-order lifecycle. A critical component of this role is identifying and championing AI-driven business opportunities—leveraging machine learning to predict delays, automate support, and provide smarter, proactive transparency to our customers.

Key Responsibilities

• Vision & Strategy: Develop and execute a comprehensive product strategy for the post-order ecosystem. You will align the roadmap with high-level business goals, balancing immediate tactical wins with visionary, long-term initiatives.
• AI Innovation: Identify and build the business case for AI-driven solutions within the post-order flow. This includes using predictive analytics for delivery dates, AI-powered support workflows, and automated communication triggers to reduce friction.
• Cross-Functional Leadership: Act as the central hub between Engineering, UX Design, Business Operations, and Customer Service. You will translate complex business needs into technical requirements while ensuring a world-class user experience.
• End-to-End Ownership: Oversee all post-order touchpoints, including order tracking, fulfillment logistics, and support resolution. You will work to reduce turnaround times and ensure all SLAs are met.
• Executive Communication: Confidently present product strategy, ROI on AI initiatives, and performance metrics to the Leadership Team, ensuring alignment across the organization.
• Data-Driven Problem Solving: Use a rigorous, analytical approach—leveraging experimentation frameworks and user research—to solve customer pain points and drive improvements in CSAT, NPS, and retention.
• Systems & Logistics: Lead the product direction for OMS implementation and optimization. Build robust frameworks for return and reverse logistics, ensuring that re-works or returns are handled with the same efficiency as new orders.

Qualifications

• Experience: 7+ years in Product Management, specifically within B2B or transactional marketplaces. At least 2 years of experience leading PMs or cross-functional product squads.
• AI/ML Fluency: Proven track record of identifying AI-driven business opportunities and successfully integrating machine learning or automated intelligence into a product ecosystem.
• Domain Expertise: Strong experience in order management, fulfillment, logistics, or support tooling. You understand the mechanics of how complex orders move from production to delivery.
• Strategic Communication: Exceptional verbal and written communication skills. You can distill complex technical concepts into a compelling narrative for executive-level presentations.
• Analytical Mindset: Expert-level problem-solving skills with deep familiarity with agile methodologies, data analytics tools, and A/B testing frameworks.
• Customer Centricity: High degree of empathy for the customer. You are the internal "voice of the customer," building scalable mechanisms to gather and act on feedback.

The estimated base salary range for new hires into this role is $180,000 - 234,000 annually + commission depending on factors such as job-related skills, relevant experience, and location. We also offer a competitive benefits package, including 401(k) match, medical, dental and vision insurance; life and disability insurance; generous paid time off including vacation, sick leave, floating and fixed holidays, maternity and bonding leave; EAP, other wellbeing resources; and much more.

Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

For US based roles: Xometry participates in E-Verify and after a job offer is accepted, will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.