Own premier customer accounts and escalated support tickets through resolution, coordinating cross-functional teams and managing churn risk. Provide expert support for Shippo’s webapp and API, de-escalate sensitive or executive-level issues, identify recurring product problems, and provide product feedback. Mentor specialists, conduct training, create documentation, and use AI-assisted tools for ticket research, quality assurance, and pattern analysis.

Own Shippo’s API platform roadmap, including label creation, MCP, SDKs, developer documentation, onboarding, and API standards. Define platform architecture and integration testing standards with engineering leadership, represent developer needs across teams, engage customers to identify integration friction, and mentor other product managers. The role requires deep API, developer experience, and SDK expertise, along with experience in MCP, agentic commerce, or LLM-driven integrations.

Own Shippo’s company P&L, annual operating plan, forecasting, monthly executive reporting, and quarterly board materials. Lead financial modeling, headcount and cost management, transaction readiness, M&A diligence, strategic investment analysis, and FP&A systems improvements. Partner with the CFO, executive leadership, Accounting, People Ops, Engineering, Revenue Operations, and Sales Finance to translate financial results into actionable business recommendations.