Senior Product Manager – Support Copilot

• Own end-to-end delivery for a portfolio of Support Copilot and agentic troubleshooting initiatives, from requirements through AI model optimization, launch, and adoption
• Lead integration of Support Copilot and agentic workflows into core case-management systems, including inline Salesforce Service Console workflows
• Partner with Engineering and IT on product integrations
• Build a regular feedback cadence with power users and subject-matter experts
• Gather feedback on AI performance, validate priorities, and surface unmet needs
• Establish systematic processes for AI evaluation, feedback loops, and data labeling
• Translate qualitative and quantitative AI performance metrics into prioritized product requirements and roadmaps
• Partner with Engineering, Design, Support Operations, and Analytics to ship AI features and measure impact on case outcomes and TTR
• Define and track success metrics for AI adoption, resolution accuracy, and case outcomes
• Define AI guardrails, safety protocols, and trust metrics for accurate, compliant, user-centric autonomous agent actions

Requirements

• BS/MS or equivalent experience required
• 6-8+ years in Product Management, ideally within AI-driven products, enterprise software, or support tooling
• Hands-on experience or strong familiarity with GenAI/LLM concepts, including RAG, vector databases, retrieval, prompt engineering, and agent orchestration and design
• Familiarity with enterprise network security concepts, including firewalls, VPN, and cloud security
• Track record of turning ambiguous problems into clear product requirements and shipped features
• Experience partnering directly with frontline users, global customer services, enterprise customers, or similar
• Comfort working with case-management or CRM platforms such as Salesforce and enterprise workflow tools
• Strong data analysis skills for prioritizing work and identifying product gaps
• Experience accelerating support agent activation and efficiency through documentation, tooling, process reengineering, and training consumers on success stories
• Excellent written and verbal communication skills
• Experience designing and managing rigorous AI evaluation frameworks, measuring model performance, optimizing precision/recall, and minimizing hallucination risks

Core Competencies

Demonstrates expertise in Product Management for AI-driven products, focusing on end-to-end delivery, integration with case-management systems, and establishing AI evaluation frameworks. Proficient in data analysis and defining success metrics to enhance user-centric autonomous agent actions.

Highest-signal resume keywords

• Product Management
• AI-Driven Products
• Salesforce Service Console
• Data Analysis
• AI Evaluation Frameworks

Hard Skills

• GenAI Concepts
• LLM Concepts
• Prompt Engineering
• Agent Orchestration
• Data Labeling
• AI Performance Metrics
• Case Management
• Enterprise Software
• Support Tooling
• Process Reengineering

Soft Skills

• Excellent Communication Skills
• Collaboration

Certifications & Qualifications

• BS/MS or Equivalent Experience

Industry Keywords

• AI Model Optimization
• User-Centric Design
• Network Security Concepts
• Cloud Security
• Feedback Loops

Tools & Technologies

• Salesforce
• CRM Platforms
• Enterprise Workflow Tools