Sr Principal Product Manager (AI)

TL;DR

Sr Principal Product Manager (AI): Leading the product strategy and roadmap execution for the Unified Support and AI Experience ecosystem with an accent on AI transformation, customer experience, and platform strategy. Focus on driving automation through conversational AI and intelligent workflow orchestration to optimize global support operations.

Location: Hybrid role based in Irvine, CA, United States

Salary: $158,900 - $270,100 per year

Company

A leading global technology company for the IT ecosystem, leveraging its digital platform hirify.global Xvantage to connect technology manufacturers and cloud providers with B2B experts.

What you will do

• Define and execute the global product strategy and roadmap for Unified Support.
• Lead AI transformation across chat, voice, self-service, and agent-assist experiences.
• Drive automation and intelligent workflow orchestration for high-volume support operations.
• Collaborate with Engineering, AI/ML, and CX leaders to deliver scalable platform capabilities.
• Create seamless omnichannel support journeys for customers, partners, and vendors.
• Influence executive stakeholders and track success via KPIs such as CSAT and MTTR.

Requirements

• Bachelor's degree in Computer Science, Engineering, Business, or a related field.
• 8+ years of Product Management experience in enterprise SaaS, cloud, or platform environments.
• Proven track record of building or scaling unified support or CX platforms on a global scale.
• Hands-on experience with production-level AI transformation implementations.
• Proficiency with platforms such as Zendesk, ServiceNow, Salesforce, NICE, or Netomi.
• Must be based in the Irvine, CA office for hybrid work.

Culture & Benefits

• Comprehensive healthcare benefits and wellbeing programs.
• Paid time off and parental leave.
• 401(k) plan with company match.
• Short-term and long-term disability coverage and basic life insurance.
• High-visibility leadership opportunity within a major AI transformation initiative.