TL;DR

Senior IT Product Manager (Customer Support): Lead end-to-end process automation and digital transformation for customer support systems with an accent on AI and ML integration, operational efficiency, and customer satisfaction. Focus on designing scalable automation solutions, building strategic roadmaps, and driving cross-functional collaboration to enhance support workflows and service quality.

Location: Mountain View, CA, United States

Salary: $133,000–$186,175 USD

Company

%hirify_global% is a data and AI company providing a unified data intelligence platform used by over 10,000 organizations worldwide, including many Fortune 500 companies.

What you will do

Define vision and strategy to enhance scalability and responsiveness of customer support with AI and ML solutions.
Create and manage a strategic product roadmap balancing short-term automation and long-term transformation.
Lead cross-functional teams and influence product strategy through customer service domain expertise.
Streamline and automate support workflows to improve speed, accuracy, and customer satisfaction.
Use data insights to improve service quality and operational standards.
Drive innovation with Agentic AI solutions for proactive and personalized support experiences.

Requirements

Location: Must be based in or able to work onsite in Mountain View, CA, United States.
7+ years of product management experience in B2B software or customer support systems, or equivalent education.
Deep understanding of customer support processes and automation at scale.
Strong technical foundation in AI, ML, and process mining tools.
Excellent communication and stakeholder management skills.
Experience with technical roadmaps and global team collaboration.

Nice to have

Experience with Agentic AI solutions focused on customer support efficiency.

Culture & Benefits

Comprehensive benefits tailored to employee needs.
Commitment to diversity and inclusion in hiring and culture.
Opportunities to work with cutting-edge AI and data technologies.