#126919 - Product Manager, AI-Powered IT Help Experience

Job Description

We are seeking a contractor Product Manager to help drive the continued evolution of an AI-powered internal IT help experience delivered through Slack and chat-based workflows. This role will own requirements, outcomes, rollout planning, measurement, and rapid iteration as the product becomes a primary front door for IT help.

This is a hands-on individual contributor role for a Product Manager who can embed quickly, operate independently, and partner closely with engineering, support operations, and business stakeholders in a fast-moving environment.

Enterprise experience strongly preferred.

Qualifications

Key Responsibilities

- Own day-to-day product management, including framing, prioritization, requirements, acceptance criteria, and backlog management.

- Play a key product role in agile team ceremonies, including planning, refinement, standups, reviews, and retrospectives.

- Partner with engineering and support operations to improve troubleshooting, escalation, fulfillment, and response quality.

- Define, monitor, and interpret success metrics, then turn findings into roadmap and prioritization decisions.

- Drive UAT, rollout readiness, stakeholder updates, and rapid iteration.

- Prepare for and facilitate recurring product reviews with senior stakeholders.

- Strengthen the product feedback loop by turning user, support, and operational signals into prioritized improvements.

- Improve user journeys and service workflows through experimentation and iterative delivery.

Must-Have Skills

- 5+ years of product management experience.

- Ability to operate as an independent individual contributor and embed quickly with limited oversight.

- Strong product management experience owning roadmap, requirements, prioritization, and delivery.

- Experience with internal platforms, workflow products, service experiences, or AI-enabled products.

- Production ownership of an agentic product or AI-agent experience.

- Demonstrated effectiveness shaping and improving prompts.

- Strong understanding of agent workflows, prompt effectiveness, evaluation, tuning, and common quality and trust issues.

- Strong cross-functional experience with engineering and operations in ambiguous, fast-moving environments.

- High comfort with data analysis and metric development, including defining ambiguous measures and turning findings into action.

- High comfort leveraging AI tools to manage your own work more effectively.

- Experience improving user journeys or service workflows through experimentation and iterative delivery.

- Strong written and verbal communication skills, including executive-ready updates and stakeholder alignment.

Nice-to-Have Skills

- Experience with IT support, employee service, or internal help/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.

Additional Information

Required Tools & Platforms

- 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.

Location, Time & Engagement

- Contractor role.

- 40 hours per week.

- Remote role open to LATAM-based candidates.

- Must be able to support CST to EST business-hour alignment.

- Engagement expected through March 31, 2027.