Senior Manager, Product Management - Business Technology GTM | Customer Support
Core
Define and lead AI product strategy, roadmap, and end-to-end delivery for enterprise customer support applications, integrating Workday products, custom innovations, and third-party technologies.
Role type
Senior Manager, Product Management (AI & Customer Support)
Builds
AI-first self-service support solutions, smarter routing, and faster issue resolution for enterprise customers.
Domain
Enterprise SaaS, AI/LLM, Customer Support Operations
Deliverable
production ML models | product features
Required skills
AI/LLM technology integration, SAFe Agile delivery, cross-functional team leadership, executive stakeholder management, CRM Service Cloud platforms, agentic AI patterns, data governance, responsible AI practices
Preferred skills
Human-centered design methodologies, customer advisory programs, build-vs-buy decision frameworks
Technologies
Salesforce Service Cloud, LLMs, agentic AI frameworks
Responsibilities
Own multi-year AI product roadmap aligned with enterprise support outcomes; collaborate on AI evaluation frameworks and responsible AI standards; lead technical feasibility assessments and backlog refinement for AI Pod teams; mentor multidisciplinary teams of architects, analysts, and developers; define scalable frameworks to track core business metrics.
Seniority
Senior Manager, hands-on leadership
