Product Manager - Active IQ

Job Summary

About the Role

We're seeking an experienced Product Manager passionate about transforming the technical support experience through workflow automation, intelligent tooling, and deep operational empathy. This execution-focused role centers on making support engineers more effective, automating end-to-end support case workflows, and leveraging support data to continuously improve the customer and engineer experience. You'll own the tools, platforms, and processes that power our support organization ensuring supportability is built into everything we deliver.

Job Requirements

• Understand technical support engineer workflows and identify improvement opportunities.
• Drive evolution of remote support tools and support platforms.
• Leverage AutoSupport, telemetry, and diagnostic data to improve proactive support and resolution speed.
• Design and optimize support workflows, tooling, and data access.
• Lead end-to-end workflow automation across support case management.
• Define and track supportability metrics including MTTR, automation coverage, productivity, and adoption.
• Partner with engineering to build products with strong diagnosability, logging, and supportability.
• Promote a design-for-supportability mindset across teams.
• Identify AI/ML opportunities for routing, diagnostics, root cause analysis, and knowledge retrieval.

Customer Experience

• Understand customer journeys throughout the support lifecycle.
• Translate support trends and customer feedback into product improvements.
• Improve self-service, knowledge management, and support experiences.
• Monitor customer metrics including CSAT, CES, NPS, and first-contact resolution.
• Create closed-loop feedback processes between customers, support, and product teams.

Security & Compliance

• Ensure support tools and data handling comply with security and privacy standards.
• Partner with security and legal teams on governance and access controls.
• Implement secure-by-default support tooling practices.

Agile Collaboration

• Support agile squads delivering automation and customer experience initiatives.
• Create user stories, requirements, and backlog priorities.
• Partner with Product Owners and Scrum Masters to deliver incrementally.
• Drive data-informed decision making and operational excellence.

Cross-Functional Leadership

• Connect support operations, engineering, data, and customer experience teams.
• Communicate insights and automation opportunities to leaders and stakeholders.
• Align tooling strategy and platform investments across organizations.

Required Qualifications

• 9-12 years of relevant experience with 8+ years in Product Management.
• Experience supporting technical support or service organizations.
• Proven success driving workflow automation and operational efficiency.
• Experience managing support tools, platforms, or diagnostic applications.
• Strong analytical and data-driven decision-making skills.
• Experience with Jira, Confluence, agile practices, and backlog management.
• Track record improving engineer productivity and customer satisfaction.

Preferred Qualifications

• Experience with telemetry platforms and proactive support models.
• Knowledge of AI-assisted diagnostics, intelligent routing, and automation.
• Familiarity with remote support tools and knowledge management systems.
• Understanding of supportability engineering and self-service experiences.
• Experience using customer feedback and support KPIs to drive improvements

Education

• Bachelor's degree in Technical Communication, English, Computer Science, Information Science, Engineering, or a related field, or equivalent experience.