Director of Product (Consumer & Support, AI Builder)

Join Veho, a fast-growing logistics company, as the Director of Product (Consumer & Support, AI Builder). In this role, you will own the consumer delivery experience end-to-end, reimagine support as a differentiator, and build AI-powered support workflows. You will work closely with support leadership on tooling architecture and build vs. buy decisions. Key metrics for success include consumer CSAT, support CSAT, first contact resolution, and delivery issue rate.

• Ownership of the end-to-end consumer delivery experience, including tracking, notifications, and delivery feedback.
• Building and shipping AI-powered support workflows that increase first-contact resolution and customer satisfaction.
• Partnering with Support leadership on tooling architecture and build vs. buy decisions with a strong technical perspective.
• 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
• 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 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
• 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've operated in logistics, delivery, or marketplace environments where the product intersects with physical operations and real-time decision-making
• 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
• Shipped consumer-facing products at scale
• 8+ years in product management, product engineering, or a hybrid of both
• Strong measurement orientation — designs experiments, defines metrics, and instruments systems to prove impact
• Designed and built LLM/AI-powered products in production environments
• Builder mindset: uses AI tools like Claude Code to help prototype, build, and ship
• 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