Senior Product Manager, Post Order Experience

Xometry; Waltham (MA); On-site; USD 135,000 - 175,000; Full time

Benefits offered by this job

401(k) match

Medical, dental and vision insurance

Generous paid time off

Life and disability insurance

EAP and other wellbeing resources

Job summary

Xometry, a leading digital marketplace, is seeking a Senior Product Manager for Post-Order Experience. This role focuses on enhancing the customer journey post-order through effective management of order confirmations, tracking, and support resolutions. Candidates should have 5+ years of product management experience, particularly in B2B contexts, and familiarity with order management systems. The position offers a hybrid work environment and a competitive salary range of $135,000-$175,000 annually plus bonuses and a comprehensive benefits package including 401(k) matching and medical insurance.

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.

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.

Skills

Product management experience

B2B or transactional platforms

User-centered product development

Agile product development

Data tools and experimentation frameworks

Job description

Xometry (NASDAQ: XMTR) 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.

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.

The estimated base salary range for new hires into this role is $135,000-$175,000 annually plus an annual bonus 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.

This role is hybrid.

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.