Senior Product Manager

About the role

We are looking for a Senior Product Manager to own the continued evolution of an AI-powered IT help experience built on Slack, serving as the primary front door for employee IT support. You will manage the full product lifecycle including requirements, backlog prioritization, rollout planning, and success metrics, while partnering with engineering and Support Operations to improve troubleshooting, escalation, and response quality. The role requires prior ownership of an agentic AI product in production and strong experience shaping and evaluating prompt effectiveness.

What you will do

• Own day-to-day product management, including framing, prioritization, requirements, acceptance criteria, and backlog management;
• Play a key product role in Agile ceremonies, including planning, refinement, standups, reviews, and retrospectives;
• Partner with engineering and Support Operations to improve troubleshooting, escalation, fulfillment, and response quality;
• Define and monitor success metrics and translate findings into roadmap and prioritization decisions;
• Drive UAT, rollout readiness, stakeholder updates, and rapid iteration;
• Prepare for and facilitate recurring product review meetings with leadership;
• Strengthen the product feedback loop by turning user, support, and operational signals into prioritized improvements.

Must haves

• 5+ years of product management experience;
• Ability to operate as an independent individual contributor with limited oversight;
• Strong product management experience owning roadmap, requirements, prioritization, and delivery for internal platforms, workflow products, service experiences, or AI-enabled products;
• Experience owning an agentic product or AI-agent experience in production, including shaping and improving prompts;
• Strong understanding of agent workflows, prompt effectiveness, evaluation, tuning, and AI quality and trust considerations;
• Strong cross-functional experience working with engineering and operations in fast-moving environments;
• Strong data analysis and metric development skills, including defining ambiguous measures and translating findings into action;
• Experience leveraging AI tools to improve personal productivity;
• Experience improving user journeys or service workflows through experimentation and iterative delivery;
• Experience with Slack-based or chat-based product experiences;
• Experience with ticketing or service management workflows such as Jira Service Management;
• Experience with analytics, reporting, and product performance data;
• Experience with AI-enabled products or knowledge-grounded experiences in production;
• Strong written and verbal communication skills, including executive-ready stakeholder communication;
• Upper-intermediate English level.

Nice to haves

• Experience with IT support, employee service, or internal help and productivity domains;
• Understanding of change management for adoption of new tools, workflows, or AI-enabled experiences;
• Familiarity with Salesforce Agentforce or similar agent platforms;
• Experience with multilingual or global rollout considerations;
• Experience setting up CSAT, observability, or closed-loop feedback systems;
• Experience partnering with Support Operations or Service Desk teams.