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
Scalable omnichannel support experiences integrating AI, chat, voice, self-service, and agent-assist capabilities for global customers and partners.
Domain
Enterprise SaaS, Cloud, Platform, Customer Experience (CX), AI Transformation
Deliverable
production ML models | product features
Required skills
Product strategy & roadmap execution, AI transformation leadership, omnichannel support architecture, intelligent workflow orchestration, executive stakeholder influence, KPI-driven success measurement (CSAT, MTTR, containment)
Preferred skills
Experience scaling unified support platforms globally, deep understanding of conversational AI and agentic workflows
Technologies
Zendesk, ServiceNow, Salesforce, NICE, Netomi
Responsibilities
Define global product strategy and roadmap; Lead AI transformation initiatives across chat, voice, and self-service; Drive automation and intelligent workflow orchestration; Partner with Engineering, AI/ML, and Operations leaders; Build seamless omnichannel support experiences; Measure success via KPIs like self-service adoption and ticket reduction
Seniority
Senior Principal, hands-on IC with strategic vision
