Lead Product Manager - Customer Operations Technology
The Role:
Gametime is looking for a Lead 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
At Gametime pay ranges are subject to change and assigned to a job based on specific market median of similar jobs according to 3rd party salary benchmark surveys. Individual pay within that range can vary for several reasons including skills/capabilities, experience, and available budget.
United States - Pay Range
$212,500—$250,000 USD
About the job
Apply for this position
Lead Product Manager - Customer Operations Technology
The Role:
Gametime is looking for a Lead 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
At Gametime pay ranges are subject to change and assigned to a job based on specific market median of similar jobs according to 3rd party salary benchmark surveys. Individual pay within that range can vary for several reasons including skills/capabilities, experience, and available budget.
United States - Pay Range
$212,500—$250,000 USD