Sr. Product Manager (Support Copilot)

Role Overview

Your Impact

• Own delivery of Support Copilot and agentic troubleshooting initiatives from requirements through model optimization, launch, and adoption.
• Integrate Support Copilot and agentic workflows into core case-management systems such as Salesforce Service Console.
• Create a regular feedback cadence with power users and subject-matter experts.
• Establish AI evaluation, feedback-loop, and data-labeling processes to improve model efficacy.
• Translate AI performance metrics into prioritized product requirements and roadmaps.
• Partner with Engineering, Design, Support Operations, and Analytics to ship features and measure impact on case outcomes and time to resolution.
• Define success metrics for AI adoption, resolution accuracy, and case outcomes.
• Define guardrails, safety protocols, and trust metrics for autonomous agent actions.

Qualifications

• Hold a BS/MS degree or equivalent experience.
• Bring 6–8+ years of product management experience, ideally in AI-driven products, enterprise software, or support tooling.
• Have hands-on experience or strong familiarity with GenAI and LLM concepts including RAG, vector databases, retrieval, prompt engineering, and agent orchestration.
• Understand enterprise network security concepts including firewalls, VPNs, and cloud security.
• Turn ambiguous problems into clear product requirements and shipped features.
• Work directly with frontline users or enterprise customers to gather feedback and shape product direction.
• Be comfortable with case-management or CRM platforms such as Salesforce and enterprise workflow tools.
• Use data to prioritize work and identify product gaps.
• Improve support agent activation and efficiency through documentation, tooling, process reengineering, and customer training.
• Communicate effectively with technical and business audiences.
• Design AI evaluation frameworks that optimize precision and recall while minimizing hallucination risks.

Compensation

• Expected annual base salary range is $153,000 to $247,500.
• Compensation may also include restricted stock units and a bonus.
• Offered compensation depends on qualifications, experience, and work location.

Workplace

• Most teams work from the office full time, with flexibility when needed.