Senior Product Manager - Seller Experience, Post-Purchase
External
Stubhub · New York, NYPrepare for this interview
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About the role
We provide a world class end-to-end post-purchase seller experience designed to deliver a consistently great buyer experience. We solve for the largest seller pain points with holistic product led solutions and build clear, fair policies and incentives that elevate seller performance. Our work balances accountability with enablement: we reduce friction for good sellers through better education and incentives while increasing the effectiveness of enforcement when standards aren't met.
Responsibilities
- Own the strategy for the Seller Experience, Post-Purchase and translate it into a prioritized, measurable roadmap aligned to company goals.
- Reduce seller friction via proactive policy communications, in-product guidance, and self-serve payment and dispute workflows that resolve issues quickly and teach best practices.
- Design, automate, and evolve policy architecture from one-size-fits-all to targeted frameworks that vary by seller segment, geo, event type, and risk profile, enabling faster iteration and better outcomes.
- Refine and build our incentive mechanisms for sellers and subsequent innovations, including rules, punishments, and positive incentives.
- Increase enforcement effectiveness by improving issue detection and collections flows - raising the recoup rate of seller fines while minimizing impact on good-faith sellers.
- Lead cross-functional execution with Engineering, Operations, CS, Strategic Finance and Legal; write crisp specs, sequence delivery, and manage trade-offs.
- Measure and analyze end-to-end customer experience and policy funnels, running experiments to improve the seller experience and tune incentives and penalties.
- Champion a culture that moves fast responsibly - shipping iteratively while safeguarding marketplace trust and the bottom line.
- Assist with building and developing a more mature seller experience organization.
- What You've Done:
- 5+ years in Product Management (or equivalent) with experience in two-sided marketplaces, policy & incentives design, enterprise customers or workflow/UX systems.
- Shipped scaled, enterprise products, with highly technical foundational, platform-like services.
- Customer obsessed, with demonstrable results in building product led solutions to improve the customer experience.
- Proven track record designing behavioral incentive systems that shape user actions at scale (e.g., marketplace supply, gig economy, fintech risk, gaming economies).
- Able to break down complex systems into understandable components; excellent written specs and stakeholder communication across Engineering, Legal, Risk, Finance, and Ops.
- Strong analytical chops; comfortable defining metrics and digging into data with tools like SQL, Snowflake, and Tableau to solve problems and analyze experiments.
Benefits
Additional Information
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 Senior Product Manager to manage the development of next-generation technologies and innovative, impactful features. You'll lead our Seller Experience, Post-Purchase org, responsible for delivering on the strategy and execution of the end-to-end seller experience, after sellers list their tickets on our platform. You will build and launch products that drive trustworthy, low-friction buyer and seller experiences, and evolve our incentives and policies for sellers. This is an opportunity for a strong PM to lead and build AI/Automation capabilities that result in improved seller experiences, provide faster and clearer decisions and drive more efficient operations on a global scale. Location: Hybrid (3 days in office / 2 days remote) - New York, NY or Century City, CA
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