Role Summary

We are seeking a Product Management, IT CX to lead the strategic vision and transformation across key domains, including Entitlement & Consumption Management, New Product Introduction, Licensing & Provisioning, and Customer Support & Success.
Leveraging deep expertise in product licensing, entitlements, and consumption-based models, you will translate business objectives into a clear and actionable Application Product Roadmap and execute a holistic product strategy spanning Salesforce, Gainsight, Clarizen, custom-built applications, and the broader licensing and provisioning ecosystem.
In this role, you will require first-principles thinking to break down complex problems and architect AI-enabled product & intelligent solutions to revolutionize these areas, streamline processes, scale operations, enhance customer experience and accelerate value delivery and insights.

This includes building integrations with other IT and product engineering systems, planning and executing complex customer migrations, championing an AI-centric approach to accelerate team velocity and directly influence both our Product and Global Customer Service (GCS) organizations"

Key Responsibilities

AI-First Product Strategy & Roadmap: Create, maintain, and drive a forward-looking roadmap for IT CX products, with a strong emphasis on leveraging AI to create predictive, proactive, and personalized experiences.
End-to-End Product Ownership: Own the complete product lifecycle from ideation to delivery, including crafting precise product requirements, epics, and user stories with an AI-first lens. Manage product backlogs to continuously enhance capabilities and features, ensuring AI is embedded where it delivers the most value and transforms user workflows.
Ensure alignment with broader business objectives while identifying opportunities for competitive differentiation and transformational impact especially in support of consumption-based revenue models and enhanced pre- and post-sales experiences.
Cross-Functional AI Orchestration: Serve as the central bridge among functions—business, R&D, IT Architecture, engineering, and QA—ensuring seamless product development with AI integration at its core. Collaborate intimately with engineering teams throughout the product lifecycle to bring intelligent solutions to fruition.
Predictive Analytics & Proactive Solutions: Leverage advanced analytics and machine learning to identify patterns in case trends and engineering escalations, proactively prioritizing fixes and influencing the product backlog to prevent future issues. Design features that anticipate user needs.
Define Success Metrics: Establish and monitor comprehensive success criteria and metrics for AI-powered features, including usage patterns, model performance, data quality measures, and ROI. Continuously analyze user feedback and AI model outputs to refine product strategy and optimize AI capabilities. Lead a data-driven product management approach, defining success metrics and KPIs to guide decision-making.
AI Domain Expertise: Act as the go-to AI product expert and leader within the organization, guiding on best practices, identify and champion new opportunities for AI, emerging trends, and strategic applications of AI within the entitlement space, evangelizing the power of AI to solve complex business problems.
Collaborate with IT Architecture and Engineering leaders to ensure solutions are built with architectural integrity, scalability, security, and long-term maintainability to enhance operational efficiency, reduce friction, and elevate both the customer and employee experience."

Required Skills and Experience

12+ years of product management experience in technology or IT CX, with a demonstrated focus on building and launching AI-powered solutions, and some years in SaaS or subscription-based business.
Deep expertise in Customer Support and Success, Entitlement Management, and Consumption Management, specifically understanding how AI can transform these domains.
Proven experience in one or more of the following areas: AI-driven Entitlement Management Systems, AI-optimized Subscription Lifecycle Management, Intelligent Usage Tracking and Metering.
Working knowledge of AI's impact on billing models and extensive experience integrating AI-powered solutions with CRM, ERP, and billing systems.
Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field, with a strong emphasis on AI/ML preferred.
Robust technical background with a deep understanding and/or hands-on experience in software development, cloud-native architectures, advanced databases, machine learning platforms, AI/ML programming languages (e.g., Python, R), and Microservices.
Extensive experience building and launching products that leverage AI for natural language processing (NLP), natural language querying (NLQ), predictive analytics, data quality & governance, automated insights, and diagnostics.
Experience mentoring junior product managers and actively contributing to the development of AI product management best practices within an organization. Team management experience is a plus.
Exceptional communication and presentation skills, with the ability to effectively articulate complex AI product visions, strategies, and progress to diverse technical and non-technical audiences, including executive leadership. Proven ability to influence stakeholders at all levels.
Proficiency in Agile/Scrum methodologies, with experience leading sprint planning, daily stand-ups, and retrospectives, specifically in an AI product development context.

Product Manager/BSA