Director of Product (Consumer & Support, AI Builder)

Description du poste

. Creating a consumer delivery experience that delights. You will own the consumer delivery experience end-to-end — tracking, notifications, delivery feedback, and the measurement systems that tell us whether we’re getting better You will connect consumer product directly to delivery defect reduction — building around delivery primitives such as addresses, geocodes, access codes, and instructions. And you will push Veho’s consumer surfaces beyond passive tracking toward an experience where Veho becomes an extension of the client’s brand Reimagining support as a differentiator, not a cost center. You will build and ship AI-powered support workflows that increase first-contact resolution while increasing customer satisfaction and reducing cost per interaction You will partner with Support leadership on tooling architecture and build vs. buy decisions with a strong technical POV Key metrics: Consumer CSAT, Support CSAT, First contact resolution, delivery issue rate What Success Looks Like in 12 months: Consumers have clearer, more accurate visibility into package status, and inbound contact rate has measurably decreased The consumer product unlocks best-in-class delivery success — features you’ve built around addresses, geocodes, access codes, and instructions are massively reducing defects Veho’s consumer surfaces have moved beyond passive tracking toward interactive delivery control — acting as an extension of the client’s brand and elevating it where possible AI-powered support workflows are in production, measurably increasing deflection and first-contact resolution while reducing cost per interaction and creating the best customer experience possible Rebuilt Veho’s support tech architecture to be best-in-class Benefits Competitive salaries Meaningful equity opportunities Paid time off 401(k) retirement plan Medical, dental, and vision insurance Life insurance Short & long-term disability insurance FSA & HSA accounts Paid parental leave W

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