Principal IT Product Manager-AI Support

Job Summary

You are the Senior Product Leader defining and executing the vision for our AI-first Customer Support platform. You strategically own the roadmap for key technologies like SFDC Service Cloud and Omnichannel, driving their transformation by embedding Artificial Intelligence (AI). Your focus is pioneering intelligent support systems that maximize efficiency, deliver proactive service, and ensure a superior global customer experience. This is an in office role 3 days/week in our HQ, Santa Clara, CA

Your Impact

• Architect Intelligent Platform: Own the strategy and delivery of a unified, AI-powered platform specializing in maximizing case deflection, optimizing intelligent case routing, and enabling seamless customer self-service.
• Ensure Market Leadership & ROI: Drive significant velocity and ensure our platform investments maintain a competitive edge, directly tying feature execution to measurable Return on Investment (ROI).
• AI-First Product Strategy & Roadmap: Define and champion the multi-year roadmap for IT CX products, prioritizing AI integration for predictive, proactive, and personalized support within the SFDC Service Cloud ecosystem.
• Product Ownership & AI Integration: Own the complete product lifecycle from ideation to delivery, managing product strategy, epics, and detailed user stories. Ensure AI is integrated where it drives the highest measurable value in workflows.
• KCS, Knowledge & Self-Service Strategy: Define the product vision for Knowledge-Centered Service (KCS) and customer self-service channels, leveraging AI to improve knowledge health and significantly increase case deflection rates.
• Cross-Functional Governance & Executive Communication: Act as the primary executive communication channel, establishing clear governance and decision-making processes to ensure product vision is aligned across business unit leaders, IT, and R&D.
• VoC, Analytics & Competitive Strategy: Utilize Voice of the Customer (VoC) and advanced analytics, alongside competitive analysis, to inform the product roadmap, prioritize permanent fixes, and develop data-driven business cases for platform investments.
• Cross-Functional AI Orchestration: Lead the effort to bridge business strategy, Data Science, and Engineering, ensuring seamless development and integration of AI models with core platforms (SFDC/Omnichannel).
• Define and Drive Success Metrics: Establish and monitor comprehensive KPIs for AI-powered features, including model performance, data quality, deflection rates, and overall product ROI.

Qualifications

Your Experience

• 12+ years of Product Management experience in technology or IT CX, with a demonstrated focus on building and launching AI-powered solutions.
• Bachelor’s or Master’s degree in Computer Science, Engineering, Business or a related field with a strong emphasis on AI/ML. MBA degree is a plus.
• Deep Platform Expertise: Proven ownership and management of Salesforce Service Cloud and Omnichannel solutions, specifically optimizing case deflection and customer self-service channels.
• Domain Expertise: Deep expertise in Customer Support, Success, and the operational models of KCS (Knowledge-Centered Service).
• Technical Acumen: Robust background with a deep understanding of cloud architectures and machine learning platforms.
• Leadership & Influence: Exceptional communication and presentation skills, with the ability to articulate complex AI product visions and financial progress to executive audiences.
• Methodology: Expert proficiency in Agile/Scrum methodologies and leading product planning in an AI development context.