Sr. Product Manager - Case Management & Agent Experience

Position Overview

Responsibilities

• What You Will Own
• Own the product strategy and roadmap for Salesforce Case Management and the agent support platform
• Apply strong Salesforce Service Cloud expertise, especially around the case lifecycle, data model, agent workflows, ownership, transfer, escalation, and closure
• Define the end-to-end Case Management product contract, including what data Salesforce receives, stores, exposes, routes on, and reports on
• Drive the modernization of legacy case workflows and simplify fragmented or manual agent experiences
• Define reusable integration and workflow patterns across upstream and downstream systems instead of creating one-off solutions
• Partner closely with Engineering, Architecture, Routing, Taxonomy, and business teams to define MVPs, dependencies, acceptance criteria, and measurable outcomes
• Own prioritization and product tradeoffs across platform health, agent productivity, technical debt, and future Salesforce transformation
• AI and Intelligent Support
• Define where AI should assist agents and where deterministic workflows should remain in control
• Shape AI-assisted capabilities such as summarization, intent detection, sentiment signals, recommended actions, similar case suggestions, and guided troubleshooting
• Define data requirements, evaluation criteria, confidence thresholds, fallback behavior, and human-review guardrails
• Partner with Data, AI, Engineering, and Architecture teams to ensure AI capabilities are measurable, grounded, and production-ready
• Ensure AI outputs improve the actual Case Management workflow and agent experience rather than becoming isolated demos or creating additional noise
• Product Leadership Expectations
• Start with the customer or business problem and challenge vague solution requests before committing engineering capacity
• Make strong prioritization decisions and clearly distinguish true platform needs from incremental enhancements
• Define clear ownership boundaries across Case Management, routing, integrations, taxonomy, and business systems
• Bring recommendations, tradeoffs, and measurable outcomes to leadership rather than only presenting options

Minimum Qualifications

• 7+ years of hands-on Product Management experience or equivalent domain experience
• Applies deep Product Management principles and strong Salesforce Service Cloud expertise to solve complex Case Management, agent workflow, and support platform problems
• Connects customer, agent, operational, technical, and business needs into a coherent product strategy and roadmap
• Uses data, customer insights, operational signals, and sound judgment to prioritize work and make decisions when information is incomplete
• Leads complex cross-functional initiatives across Product, Engineering, Architecture, Data, AI, Operations, and business teams without requiring day-to-day direction
• Identifies opportunities to simplify existing processes, retire unnecessary complexity, and create scalable platform capabilities instead of one-off solutions
• Acts as a trusted product partner to Engineering and Architecture while maintaining clear ownership of the problem, customer outcome, product requirements, and success measures
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About Autodesk

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