Staff Product Manager, Support & Services Systems

5+ years of product management experience in B2B SaaS, focusing on support, success, or professional services systems. Deep functional and technical understanding of Salesforce Service Cloud (case management, knowledge, chat, service console). Salesforce Experience Cloud domain expertise. Experience building and optimizing systems for partner support. Demonstrated interest and understanding of AI in customer service. Strong understanding of SaaS customer support, success, and professional services business processes. Experience delivering in regulated environments, understanding FedRAMP constraints. Ability to work effectively with engineering teams, translating business needs into technical specifications. Excellent analytical skills and ability to make data-driven product decisions. Exceptional written and verbal communication skills, with ability to influence stakeholders.

Define and execute product vision, strategy, and roadmap for Support & Services systems. Ensure system enhancements adhere to security and compliance standards, including FedRAMP. Identify and integrate AI and automation technologies for enhanced self-service and internal workflows. Optimize customer and partner support experiences across all channels. Collaborate with IT, Support, Customer Success, Professional Services, Sales, and Security teams. Develop solutions to increase operational efficiency and reduce resolution times. Define and track KPIs for support and services systems, using data for product decisions.