Sr Principal Product Manager, Unified Support & AI Experience
Core
Define and execute product strategy and roadmap for a global Unified Support and AI Experience ecosystem, transforming enterprise support into a modern, AI-enabled platform.
Role type
Senior Principal Product Manager (AI & Support Platform)
Builds
Unified Support platform, AI-enabled chat/voice/self-service experiences, and intelligent workflow orchestration for high-volume operations.
Domain
Enterprise SaaS, Cloud, Platform, Customer Experience (CX)
Deliverable
product features
Required skills
Product strategy, AI transformation, conversational AI, intelligent automation, agentic workflows, omnichannel support, stakeholder management, KPI measurement
Preferred skills
Experience with Zendesk, ServiceNow, Salesforce, NICE, Netomi
Technologies
Zendesk, ServiceNow, Salesforce, NICE, Netomi
Responsibilities
Define global product strategy and roadmap; Lead AI transformation across chat, voice, and self-service; Drive automation and workflow orchestration; Partner with Engineering and AI/ML leaders; Build seamless omnichannel experiences; Influence executive stakeholders; Measure success via self-service adoption, containment, MTTR, and CSAT.
Seniority
Senior Principal, hands-on IC with strategic leadership