AI-Driven Technical Product Manager

Cisco Systems, Inc.; San Jose (CA); On-site; USD 155,000 - 225,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) with Cisco matching

Paid parental leave

Restricted stock units (RSUs)

Job summary

Cisco Systems, Inc. is seeking a seasoned Product Manager to own the AI-native Support/TAC roadmap, driving capabilities that improve self-serve resolution and autonomous workflows.

You will help define the governance of case lifecycles and partner across teams to enable rapid, intelligent support outcomes. This role emphasizes agentic AI, multi-agent orchestration, and governance of automated workflows to boost deflection and entitlement accuracy while expanding Professional Services

Qualifications

• Bachelor's or Master's degree in CS, Engineering, Data Science, Business, or related field.
• 5+ years of product management experience owning technical support, service-request, or customer-success platforms end to end.
• Hands-on experience with agentic AI, autonomous AI agents, or multi-agent orchestration frameworks.
• Experience defining governance for automated workflows, including autonomy tiers, confidence gating, and RACI accountability.

Responsibilities

• Own the end-to-end product roadmap for AI-native Support/TAC capabilities, balancing immediate wins with long-term domain ontology development.
• Define and optimize the pre-case intake experience for fast self-serve resolution while accurately admitting cases needing human intervention.
• Lead the design and governance of the SR Case lifecycle to improve classification, assignment, and resolution processes.
• Partner across Product, Engineering, and Support leadership to codify domain events, confidence rules, and escalation policies for autonomous agent workflows.

Skills

Product management experience

Agentic AI

Workflow governance

Support lifecycle design

Education

Bachelor's or Master's degree in Computer Science, Engineering, Data Science, Business, or related field

Tools

Cisco IQ

AgenticOps platform

AI Canvas

Lifecycle-risk concepts

Job description

Cisco Systems, Inc. is seeking a seasoned Product Manager to own the AI-native Support/TAC roadmap, driving capabilities that improve self-serve resolution and autonomous workflows.

You will help define the governance of case lifecycles and partner across teams to enable rapid, intelligent support outcomes. This role emphasizes agentic AI, multi-agent orchestration, and governance of automated workflows to boost deflection and entitlement accuracy while expanding Professional Services