Workday
Senior Manager, Product Management - Business Technology GTM | Customer Support
$171K–$306K
USA, CA, Pleasanton · Flex · Manager · Full-time · Posted Sep 23, 2026
- Experience
- 10+ years in IT product management, business systems, or enterprise platform delivery; 5+ years in each of the three areas listed under Basic Qualifications.
- Education
- Bachelor's degree in Computer Science, Information Systems, Business Administration, Engineering, or equivalent experience.
About the job
Owns the AI product strategy, roadmap, and delivery of customer support business applications across the full support lifecycle.
What you'll do
- Lead a multi-year roadmap and track support outcomes such as deflection, resolution time, and CSAT.
- Guide AI governance, technical assessments, backlog prioritization, and delivery in a SAFe Agile model.
- Lead and mentor a multidisciplinary team and align executives and stakeholders on the AI-first support strategy.
What they ask for
- 10+ years in IT product management, business systems, or enterprise platform delivery.
- 5+ years managing cross-functional teams.
- 5+ years owning product roadmaps, backlogs, and AI/LLM technology integrations.
- 5+ years leading delivery in a SAFe or scaled Agile operating model.
Nice to have
- Experience with CRM Service Cloud platforms and agentic AI patterns.
- Experience establishing enterprise AI quality frameworks, data governance, and responsible AI practices.
Pay
$204,000 USD - $306,000 USD (base salary); $171,000 USD - $306,000 USD (base salary)
Tools
Salesforce Service Cloud, AI/LLM, SAFe Agile
AI focus
Own AI product strategy and roadmap for customer support; develop AI evaluation, quality, and responsible AI frameworks and integrate agentic AI patterns.
Model-written summary · the original posting is authoritative