Description
We are seeking a Senior Manager, Product Management, to own the AI product strategy, roadmap, and end-to-end delivery of our Customer Support business applications.
This role spans the complete customer support lifecycle,from intake, triage, and SLA management to resolution, customer onboarding, and tenant lifecycle processes. You will guide technical design, backlog prioritization, and delivery quality while leading a cross-functional team of Architects, Technical Product Owners, Business Systems Analysts, and Developers in a SAFe Agile model.
Key Responsibilities:
- Strategy & Roadmap: Own the multi-year AI product roadmap aligned with enterprise support outcomes and business strategy. Track key metrics including deflection, containment, resolution times, and CSAT.
- AI Innovation & Governance: Collaborate with Business Technology AI & Architecture to define frameworks for AI evaluation, quality, and responsible AI standards. Partner with Architecture on build-vs-buy decisions.
- Delivery Execution: Lead technical feasibility assessments, sprint planning, and backlog refinement for AI Pod development teams. Co-own design documentation and backlog prioritization with the Business Process Owner.
- Team Leadership & Stakeholder Management: Direct and mentor a multidisciplinary team. Partner with executive leaders across Business Technology, CX, and Products & Technology to define and implement an innovative AI-first Customer Support strategy and roadmap.
- Use data to uncover areas within the business to drive performance, unlock value, and improve execution.
- Define and implement a scalable framework to track core business metrics related to the product.
Basic Qualifications:
- 10+ years in IT product management, business systems, or enterprise platform delivery.
- 5+ years managing cross-functional teams (e.g., Architects, Technical Product Owners, Business Systems Analysts, Developers).
- 5+ years of experience owning product roadmaps, backlogs, and AI/LLM technology integrations.
- 5+ years of experience leading delivery within a SAFe or scaled Agile operating model.
Other Qualifications:
- Experience in CRM Service Cloud platforms (e.g., Salesforce Service Cloud) and agentic AI patterns (orchestration, autonomous workflows, tool-calling).
- Experience establishing AI quality frameworks, data governance, and responsible AI practices in enterprise environments.
- Strong track record in executive stakeholder management, customer advisory programs, and human-centered design methodologies.
- Bachelor's degree in Computer Science, Information Systems, Business Administration, Engineering, or equivalent experience.
Salary: The annualized base salary ranges for the primary location and any additional locations are: Primary Location: USA.CA.Pleasanton Primary Location Base Pay Range: $204,000 USD - $306,000 USD Additional US Location(s) Base Pay Range: $171,000 USD - $306,000 USD