Senior Manager, Product Management – Business Technology GTM | Customer Support

Role Overview

The Senior Manager, Product Management, will own the AI product strategy, roadmap, and end-to-end delivery of the 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.

What You Will Do

The key responsibilities include owning the multi-year AI product roadmap, collaborating with Business Technology AI & Architecture to define frameworks for AI evaluation, quality, and responsible AI standards, and leading technical feasibility assessments, sprint planning, and backlog refinement for AI Pod development teams.

Why It Might Be a Fit

The ideal candidate will have 10+ years of experience in IT product management, business systems, or enterprise platform delivery, and 5+ years of experience managing cross-functional teams, owning product roadmaps, and leading delivery within a SAFe or scaled Agile operating model.

Requirements

• 10+ years in IT product management, business systems, or enterprise platform delivery
• 5+ years managing cross-functional teams
• 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

Benefits

• Dental insurance
• Vision insurance
• Annual refresh stock grants
• Workday Bonus Plan or a role-specific commission/bonus