Senior Principal Product Manager

Description:

We are looking for a visionary Senior Principal Product Manager to lead product strategy and roadmap execution for our Unified Support and AI Experience ecosystem. This is a highly visible leadership opportunity for someone who thrives at the intersection of AI transformation, customer experience, platform strategy, and operational scale. This role is ideal for a product leader who has successfully transformed enterprise support experiences within large SaaS, cloud, platform, or marketplace organizations and who understands that great AI experiences are measured not only by efficiency gains, but also by customer trust, usability, and human outcomes. You won’t inherit a static roadmap.

You’ll help define the future direction.

Why This Role Matters:

This is a rare builder opportunity to help define the future of AI-enabled support within one of the world’s largest technology distribution and platform companies. You’ll join a transformation already in motion, with executive visibility, mature AI initiatives already in production, and the opportunity to shape how AI and human expertise work together to deliver world-class support experiences globally.

Responsibilities:
 

• Define and execute the product strategy and roadmap for Unified Support globally.
• Lead AI transformation initiatives across chat, voice, self-service, claims, returns, and agent-assist experiences.
• Drive automation and intelligent workflow orchestration across high-volume support operations.
• Partner with Engineering, AI/ML, Operations, and CX leaders to deliver scalable platform capabilities.
• Build seamless omnichannel support experiences across customer, partner, vendor, and associate journeys.
• Influence executive stakeholders and bring strategic product vision — not just requirements gathering.
• Measure success through KPIs such as self-service adoption, containment, MTTR, ticket reduction, and CSAT.
   

What you bring to the role:
 

• Bachelor’s degree in computer science, Engineering, Business, or a related field.
• 8+ years of Product Management experience in enterprise SaaS, cloud, marketplace, or platform environments.
• Proven experience and able to build or scale unified support or customer experience platforms on a global scale.
• Strong AI transformation experience with production-level implementations.
• Experience with technologies such as Zendesk, ServiceNow, Salesforce, NICE, Netomi, or similar platforms.
• Deep understanding of conversational AI, intelligent automation, agentic workflows, and self-service ecosystems.
• Executive presence with strong communication and stakeholder management skills.
• Ability to balance AI-driven efficiency with customer experience and human outcomes.
• *This is not a complete listing of the job duties. It's a representation of the things you will be doing, and you may not perform all of these duties.