Senior Product Manager - AI Tools & Intelligent Workflows

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 own strategy and execution for StubHub’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 

About the Admissions Team:

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. 

About Internal Tools:

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.  

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 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. 

What You’ve Done:

• 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, 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.