Full-Time Self-Service Business Product Manager

We are seeking a Self-Service Business Product Manager for our Technology and Services Team within Customer Support and Services (CSS). This role is pivotal in driving the strategy, development, and implementation of technology tooling, services and solutions to assist our organization’s initiatives in self-service, community, knowledge, content, case deflection and reduction.

Key Responsibilities:

• Strategic Leadership: Drive execution of the strategic vision for support self-service capabilities, services and solutions.
• Development and Maintenance: Oversee the design, development, and deployment of scalable capabilities, services and solutions.
• Project Management: Manage multiple projects, ensuring they are delivered on time, within scope, and within budget.
• Innovation and Implementation: Stay abreast of the latest advancements in AI technologies, CSM and ITSM methodologies.
• Stakeholder Engagement: Partner with cross-functional teams to understand their needs and develop tailored solutions.
• Governance and Compliance: Ensure all initiatives comply with relevant data privacy regulations and ethical standards.

Preferred Qualifications:

• Experience in leveraging or critically thinking about how to integrate AI into work processes.
• Experience working with a distributed team.
• Experience building new products that use challenging algorithms.
• Experience in delivering highly scalable services in the enterprise world.
• Strong knowledge of core AI/ML techniques and algorithms.
• Bias for Action even in ambiguous net new contexts.
• Exceptional verbal and written communication skills.
• Ability to interface effectively with customers and diverse roles.
• Analytical and data-oriented mindset.

Technical Skills: ServiceNow platform familiarity.

Basic Qualifications: 5+ years of experience in product management.

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