Director of Product, Consumer & Support (AI… at Veho · New York

About Veho

Veho’s mission is to power the future of commerce by making shopping, shipping and returns seamless for everyone.

We are building a modern, end-to-end logistics infrastructure designed entirely for the ever-evolving needs of ecommerce brands and everyday consumers.

Powered by next-generation technology and a vertically integrated supply chain, Veho gives brands and their customers unprecedented control over their deliveries and removes the pain from the ecommerce post-purchase experience. We make delivery the ‘extension of the brand’ and leverage it to create deeper loyalty and trust between brands and their customers, driving customer retention and lifetime value. Our rapidly growing client list includes leading consumer brands like Hello Fresh, Zara, Macy’s, Sephora, and more.

To truly build an iconic company, we strongly believe that our people and values must be aligned with our mission. As such, we take pride in our championship team, merit-based culture. We seek team players who want to compete, win, make an impact and build a legacy, and we reward performance and impact players with generous equity and incredible career growth opportunities.

About the Role

The ideal candidate doesn't just define what to build, they use AI to help build it. They combine product judgment with hands-on building to ship AI-powered workflows, consumer-facing systems, and internal tools that measurably improve Veho's consumer experience.

The role has two core mandates:

1. Creating a consumer delivery experience that delights. You will own the consumer delivery experience end-to-end — tracking, notifications, delivery feedback, and the measurement systems that tell us whether we're getting better. You will connect consumer product directly to delivery defect reduction — building around delivery primitives such as addresses, geocodes, access codes, and instructions. And you will push Veho's consumer surfaces beyond passive tracking toward an experience where Veho becomes an extension of the client's brand.

2. Reimagining support as a differentiator, not a cost center. You will build and ship AI-powered support workflows that increase first-contact resolution while increasing customer satisfaction and reducing cost per interaction. You will partner with Support leadership on tooling architecture and build vs. buy decisions with a strong technical POV.

Key metrics: Consumer CSAT, Support CSAT, First contact resolution, delivery issue rate.

What Success Looks Like in 12 months:

• Consumers have clearer, more accurate visibility into package status, and inbound contact rate has measurably decreased.
• The consumer product unlocks best-in-class delivery success — features you've built around addresses, geocodes, access codes, and instructions are massively reducing defects.
• Veho's consumer surfaces have moved beyond passive tracking toward interactive delivery control — acting as an extension of the client's brand and elevating it where possible.
• AI-powered support workflows are in production, measurably increasing deflection and first-contact resolution while reducing cost per interaction and creating the best customer experience possible.
• Rebuilt Veho's support tech architecture to be best-in-class.

What a Great Candidate Looks Like

You combine product instinct with the ability to build and ship. You've created consumer-facing products and AI-powered workflows in production — not just prototypes. You use AI tools like Claude Code to turn ideas into working solutions without relying heavily on others. You don't need to be a professional engineer — but you need to be capable of achieving outcomes through AI-assisted building. You've operated in logistics, delivery, or marketplace environments where the product intersects with physical operations and real-time decision-making.

You are a builder, not just a delegator. You default to speed, instrument everything, and iterate based on data. You earn trust through output, not politics.

You think in systems. You can see how a change in notification logic affects contact rate, which affects support staffing, which affects cost per package. You translate that systems thinking into product decisions that engineers can build and operators can execute.

You obsess over the consumer experience. The bar for this role isn't “functional” — it's “delightful”. You don't settle for seamless; you build experiences that surprise and earn trust. You understand that in a world where delivery is commoditized, delight is the differentiator.

You are an exceptional communicator with high ownership. You present clearly to executives, write PRDs that engineers actually read, and earn credibility with operators by deeply

What You Bring

1. 8+ years in product management, product engineering, or a hybrid of both.
2. Shipped consumer-facing products at scale.
3. Designed and built LLM/AI-powered products in production environments.
4. Builder mindset: uses AI tools like Claude Code to help prototype, build, and ship.
5. Strong measurement orientation — designs experiments, defines metrics, and instruments systems to prove impact.

Preferred

Experience in logistics, delivery, marketplace, or operationally complex businesses. Experience with support tech — escalation systems, chatbots, agent tooling, CRM architecture. Experience at companies with strong product and ops cultures (DoorDash, Instacart, Uber, Lyft, Airbnb.

Veho is a growth company that looks for team members to grow with it. No matter the location, or the role, every Veho teammate shares one galvanizing mission: driving commerce forward with a customer-centric delivery and returns experience that’s built for the modern era. We are deeply value-driven (Team Up, Drive Impact, Take Ownership, Solve Bigger, Obsess Over Experience, Make Today Count) and care tremendously about investing in our high-performers.

Join us in building the future of ecommerce logistics and in doing the work of our lifetime!

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