Staff Product Manager - AI Enabled CRM & Intelligent Workflows

{"description": "StubHub is on a mission to redefine the live event experience on a global scale. Whether someone is looking to attend their first event or their hundredth, we're here to delight them all the way from the moment they start looking for a ticket until they step through the gate. The same goes for our sellers. From fans selling a single ticket to the promoters of a worldwide stadium tour, we want StubHub to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform around the world.

To enable millions of users to explore, interact with, and participate in live events worldwide, StubHub is seeking a Staff Product Manager to manage the development of next-generation technologies and innovative, impactful features. You'll own strategy and execution for StubHub's AI Enabled CRM & Intelligent Workflows org, shaping how AI and human judgment come together to resolve millions of customer issues quickly and reliably

Location: Hybrid (3 days in office / 2 days remote) - New York, NY

About the Team:

The AI Enabled CRM & Intelligent Workflows team is the control center for all Support requiring human intervention. We're building a brand-new product used by thousands of agents to support millions of customers - where AI and human judgment work side-by-side to resolve issues in seconds. The platform unifies intelligent routing, adaptive workflows, and guardrails, learns from every interaction, and disappears into the broader customer experience. Our path is Augment ? Automate ? Autonomous: strengthen data integrity, graduate to high-confidence triage and one-click execution, and ultimately enable proactive, self-healing operations.

What You'll Do:

• Own the Internal Tools strategy and translate it into a measurable, sequenced roadmap that advances the Augment ? Automate ? Autonomous vision.
• Design and build next-gen internal tooling that combines policy infrastructure and AI, ensuring every manual action fits seamlessly into post-purchase experience.
• Drive near-term adoption of existing tracked workflows - including AI Triage and AI Co-Pilot - by improving UX, reliability, and measurable agent adherence.
• Evolve the platform architecture (routing, rules, permissions, auditability) so we can rapidly launch, test, and scale new tracked workflows.
• Autonomous Execution: enable guard-railed, one-click actions; automate known decisions, pilot low-risk auto-resolvers and scale based on accuracy.
• Adaptive Communication: develop adaptive communication tools, including Gen-AI reply generation; progressively move to fully drafted responses where agent involvement is optional.
• Be the thought partner and driver for the Internal Tools space - turn high-level vision into detailed specs, milestones, and crisp trade-off decisions.
• Prioritize upgrades/fixes that deliver immediate impact while laying foundations for long-term autonomy (observability, policy versioning, audit trails, and safety rails).
• Lead cross-functional execution with Engineering, CS/Operations, Design and other teams; manage rollouts, change management, and agent education at scale.

What You've Done:

• 8+ years of Product Management experience ideally with end-to-end ownership of components of enterprise SaaS or internal platforms or customer-operations tooling at scaled tech companies.
• Built tooling that scaled complex operations - preferably in ops-heavy, marketplace environments (e.g., Uber, Airbnb, DoorDash) - and improved throughput, accuracy, or cost.
• Shipped platform capabilities such as workflow/rules engines, routing/triage, permissions/guardrails, auditability/observability, and agent-facing UX.
• Comfortable operating in ambiguity; you create clarity, set direction, and drive outcomes in cross-functional settings without waiting for perfect information.
• Strong analytical chops; you define the metrics that matter and dig into data with SQL/Snowflake/Tableau (or similar) to assess performance and run experiments.
• Experience with (or strong familiarity with) LLM-powered products (prompting, evaluation, guardrails, context retrieval) and a pragmatic approach to model selection, safety, and iteration.
• Excellent written specs and stakeholder communication; you break down complex systems into understandable components and drive alignment across teams.

If you're excited to build the tools that turn complex policies into simple, high-quality outcomes - and you love using AI to scale operations with fairness and reliability - we'd love to hear from you.

What We Offer:

• Accelerated Growth Environment: Immerse yourself in an environment designed for swift skill and knowledge enhancement, where you have the autonomy to lead experiments and tests on a massive scale.
• Top Tier Compensation Package: Enjoy a rewarding compensation package that includes enticing stock incentives, aligning with our commitment to recognizing and valuing your contributions.
• Flexible Time Off: Embrace a healthy work-life balance with unlimited Flex Time Off, providing you the flexibility to manage your schedule and recharge as needed.
• Comprehensive Benefits Package: Prioritize your well-being with a comprehensive benefits package, featuring 401k, and premium Health, Vision, and Dental Insurance options.

The anticipated gross base pay range is below for this role. Actual compensation will vary depending on factors such as a candidate's qualifications, skills, experience, and competencies. Base annual salary is one component of StubHub's total compensation and competitive benefits package, which includes equity, 401(k), paid time off, paid parental leave, and comprehensive health benefits.

Salary Range

$175,000-$270,000 USD

About Us

StubHub is the world's leading marketplace to buy and sell tickets to any live event, anywhere. Through StubHub in North America and viagogo, our international platform, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available annually on our platform to events around the world -- from sports to music, comedy to dance, festivals to theater -- StubHub offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences. Come join our team for a front-row seat to the action.

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We are an equal opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status. ", "salary_raw": "Row(double=None, string='USD 175,000.00 - 270,000.00 per year')"}