Director of Product Engineering, Consumer & Support

Responsibilities

• Own the consumer delivery experience end-to-end: tracking, notifications, delivery feedback, and measurement systems.
• Build around delivery primitives such as addresses, geocodes, access codes, and instructions to reduce delivery defects.
• Push consumer surfaces beyond passive tracking toward interactive delivery control as an extension of the client's brand.
• Build and ship AI-powered support workflows to increase first-contact resolution, customer satisfaction, and reduce cost per interaction.
• Partner with Support leadership on tooling architecture and build vs. buy decisions.

Key Metrics

• Consumer CSAT, Support CSAT, First contact resolution, delivery issue rate.

Requirements

• 8+ years in product management, product engineering, or a hybrid of both.
• Shipped consumer-facing products at scale.
• Designed and built LLM/AI-powered products in production environments.
• Builder mindset: uses AI tools like Claude Code to help prototype, build, and ship.
• Strong measurement orientation: designs experiments, defines metrics, and instruments systems to prove impact.

Preferred Experience

• Experience in logistics, delivery, marketplace, or operationally complex businesses.
• Experience with support tech: escalation systems, chatbots, agent tooling, CRM architecture.
• Experience at companies with strong product and ops cultures (e.g., DoorDash, Instacart, Uber, Lyft, Airbnb).

Compensation

• Base pay range: $200,000 – $240,000 per year.