Principal IT Product Manager, AI Support

What you'll do

• Define and execute the multi-year roadmap for an AI-first Customer Support platform within the SFDC Service Cloud ecosystem.
• Own the product lifecycle from ideation to delivery, including managing epics and detailed user stories.
• Develop strategies for Knowledge-Centered Service (KCS) and self-service channels to increase case deflection rates.
• Integrate Artificial Intelligence into workflows to provide predictive, proactive, and personalized customer support.
• Act as the primary executive communication channel to align product vision across business units, IT, and R&D.
• Use Voice of the Customer (VoC) and advanced analytics to inform roadmap prioritization and develop data-driven business cases.
• Orchestrate cross-functional efforts between Data Science and Engineering to integrate AI models with core platforms.
• Establish and monitor KPIs for AI features, including model performance, data quality, and overall return on investment.

What we're looking for

• 12+ years of Product Management experience in technology or IT CX with a focus on AI-powered solutions.
• Bachelor’s or Master’s degree in Computer Science, Engineering, Business, or a related field with an emphasis on AI/ML.
• An MBA degree is considered a plus.
• Proven ownership and management of Salesforce Service Cloud and Omnichannel solutions.
• Deep expertise in Customer Support, Success, and Knowledge-Centered Service (KCS) operational models.
• Robust background with a deep understanding of cloud architectures and machine learning platforms.
• Exceptional communication skills to articulate complex AI product visions and financial progress to executive audiences.
• Expert proficiency in Agile/Scrum methodologies within an AI development context.