About Us:
Live experiences help people cross today’s digital divide and focus on what truly connects us – the here, the now, this once-in-a-lifetime moment that’s bringing us together. To fulfill Gametime’s mission of uniting the world through shared experiences, we make it easy for people to discover and access the live experiences that matter most.
With platforms on iOS, Android, mobile web and desktop supporting more than 60,000 events across the US and Canada, we are reimagining the event ticket industry in order to move at the speed of life.
The Role:
Gametime is looking for a Senior Product Manager to drive the technology strategy behind our Customer Operations organization in collaboration with our Head of Customer Operations. You’ll lead the tools, systems, and automations workstreams that power how we support fans. This role will sit on the leadership team of our Customer Operations organization and collaborate closely with that team to support the vision.
This is a high-impact, cross-functional, hands-on role ideal for a PM who has worked on support platforms, IVR, chat, agent tooling, AI/automation, and customer facing support experiences.
Your mission: improve cost to serve, expand AI-driven automation, and elevate customer satisfaction—while championing the voice of the customer across the organization.
What You’ll Do
- Own the product roadmap for Customer Operations technology (ticketing systems, IVR, chat, CRM integrations, agent tools, self-service workflows).
- Develop and launch automation, AI-powered tools, and support workflows that improve efficiency and customer satisfaction.
- Partner closely with the Head of Customer Operations to align product priorities with operational goals and frontline needs.
- Champion the customer voice—leveraging data, feedback, and research to improve the support journey.
- Drive measurable operational impact through improved routing, faster resolution times, and enhanced self-service.
What You Bring
- 7+ years of product management experience, with experience building tech for customer support, internal tools, automation, or operations.
- Strong analytical skills and deep comfort working with data.
- Experience partnering with AI/ML teams on classification, routing, agent assist, chat, or automated workflows.
- Ability to lead through influence, drive cross-functional alignment, and ship high-quality internal and external tools.
- Customer-obsessed mindset—you care deeply about solving problems for fans and the teams who support them.
Nice to Have
- Experience with CRM/support platforms (Kustomer, Zendesk, Salesforce Service Cloud,, Talkdesk, etc.).
- Background in marketplaces, ticketing, live events, or fast-moving consumer tech companies.
- Experience working with payment, compliance, or operationally complex systems.
What Success Looks Like
- Lower cost to serve through automation and tooling improvements.
- Higher customer satisfaction across CSAT, resolution time, and first-contact resolution.
- Increased usage of AI-driven workflows, agent assist, and self-service tools.
- Strong adoption of new systems and features across the Fan Happiness team.
What We Can Offer:
- Flexible PTO
- Competitive salary & equity package
- Monthly Gametime credits for any event ($1,200/yr)
- Medical, dental, & vision insurance
- Life insurance and disability benefits
- Diverse Family-forming benefits through Carrot Fertility
- 401k, HSA, pre-tax savings programs
- Company off-sites and meet-ups
- Wellness programs
- Tenure recognition
Gametime is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.
