#126919 - Product Manager, AI-Powered IT Help Experience

We are seeking a contractor Product Manager to help drive the continued evolution of an AI-powered internal IT help experience delivered through Slack and chat-based workflows. This role will own requirements, outcomes, rollout planning, measurement, and rapid iteration as the product becomes a primary front door for IT help.

This is a hands-on individual contributor role for a Product Manager who can embed quickly, operate independently, and partner closely with engineering, support operations, and business stakeholders in a fast-moving environment.

Enterprise experience strongly preferred.

Key Responsibilities

• Own day-to-day product management, including framing, prioritization, requirements, acceptance criteria, and backlog management.
• Play a key product role in agile team ceremonies, including planning, refinement, standups, reviews, and retrospectives.
• Partner with engineering and support operations to improve troubleshooting, escalation, fulfillment, and response quality.
• Define, monitor, and interpret success metrics, then turn findings into roadmap and prioritization decisions.
• Drive UAT, rollout readiness, stakeholder updates, and rapid iteration.
• Prepare for and facilitate recurring product reviews with senior stakeholders.
• Strengthen the product feedback loop by turning user, support, and operational signals into prioritized improvements.
• Improve user journeys and service workflows through experimentation and iterative delivery.

 

Must-Have Skills

• 5+ years of product management experience.
• Ability to operate as an independent individual contributor and embed quickly with limited oversight.
• Strong product management experience owning roadmap, requirements, prioritization, and delivery.
• Experience with internal platforms, workflow products, service experiences, or AI-enabled products.
• Production ownership of an agentic product or AI-agent experience.
• Demonstrated effectiveness shaping and improving prompts.
• Strong understanding of agent workflows, prompt effectiveness, evaluation, tuning, and common quality and trust issues.
• Strong cross-functional experience with engineering and operations in ambiguous, fast-moving environments.
• High comfort with data analysis and metric development, including defining ambiguous measures and turning findings into action.
• High comfort leveraging AI tools to manage your own work more effectively.
• Experience improving user journeys or service workflows through experimentation and iterative delivery.
• Strong written and verbal communication skills, including executive-ready updates and stakeholder alignment.

 

Nice-to-Have Skills

• Experience with IT support, employee service, or internal help/productivity domains.
• Understanding of change management for adoption of new tools, workflows, or AI-enabled experiences.
• Familiarity with Salesforce Agentforce or similar agent platforms.
• Experience with multilingual or global rollout considerations.
• Experience setting up CSAT, observability, or closed-loop feedback systems.
• Experience partnering with Support Operations or Service Desk teams.

Required Tools & Platforms

• Experience with Slack-based or chat-based product experiences.
• Experience with ticketing or service-management workflows such as Jira Service Management.
• Experience with analytics, reporting, and product performance data.
• Experience with AI-enabled products or knowledge-grounded experiences in production.

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• Location, Time & Engagement

• Contractor role.
• 40 hours per week.
• Remote role open to LATAM-based candidates.
• Must be able to support CST to EST business-hour alignment.
• Engagement expected through March 31, 2027.