Product Manager - AI Enabled CRM & Workflows

New York, New York, United States

Stub Hub 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 Stub Hub 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, Stub Hub is seeking a Senior Product Manager to manage the development of next-generation technologies and innovative, impactful features. You’ll own strategy and execution for Stub Hub’s AI Tools & Intelligent Workflows domain, 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

Admissions owns the fan journey from purchase to venue entry. We orchestrate a real-time fulfillment network connecting sellers, partners, and systems to get buyers in – reliably and delightfully. When things go wrong, we diagnose and resolve issues fast through resilient systems, automation, and AI-driven interventions that protect the buyer experience and improve marketplace trust.

Within Admission, the AI Tools & Intelligent Workflows team is the control center for the post-purchase journey. 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.

• 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 (AI Triage and AI Co‑Pilot) by improving UX, reliability, and measurable agent adherence.
• Evolve the platform architecture (routing, rules, permissions, auditability) to enable rapid launch, testing, and scaling of 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 GenAI 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.

• 5+ 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, Door Dash) – 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…