AI Product Leader, Customer Support Strategy

Workday; Pleasanton (CA); Hybrid; USD 204,000 - 306,000; Full time

Benefits offered by this job

Flexible work

Stock grants

Bonus plan

Job summary

Workday seeks a Senior Manager, Product Management to own the AI product strategy, roadmap, and end-to-end delivery of Customer Support business applications. You will guide cross-functional teams in a SAFe model across intake, triage, onboarding, and SLA management.

You will collaborate with Architecture, CX, and Products & Technology to define and implement an innovative AI-first strategy, measure outcomes, and drive scalable processes across the value stream.

Qualifications

• 10+ years in IT product management, business systems, or enterprise platform delivery.
• 5+ years managing cross-functional teams across Architects, Technical Product Owners, BSA, Developers.
• 5+ years owning product roadmaps, backlogs, and AI/LLM integrations.
• 5+ years leading delivery within a SAFe or scaled Agile operating model.

Responsibilities

• Own the multi-year AI product roadmap aligned with enterprise support outcomes and business strategy.
• Collaborate on AI evaluation frameworks, quality, and responsible AI standards; partner on build-vs-buy decisions.
• Lead feasibility assessments, sprint planning, and backlog refinement for AI Pod teams; co-own design docs.
• Direct and mentor a multidisciplinary team and partner with executives to define an AI-first customer support strategy.
• Use data to uncover value opportunities and track core product metrics.
• Define and implement a scalable framework to monitor product performance.

Skills

Product management

SAFe / Agile

AI/LLM integrations

Cross-functional leadership

Education

Bachelor's degree in Computer Science, Information Systems, Business Administration, Engineering, or equivalent

Tools

Salesforce Service Cloud

AI orchestration

Job description

Workday seeks a Senior Manager, Product Management to own the AI product strategy, roadmap, and end-to-end delivery of Customer Support business applications. You will guide cross-functional teams in a SAFe model across intake, triage, onboarding, and SLA management.

You will collaborate with Architecture, CX, and Products & Technology to define and implement an innovative AI-first strategy, measure outcomes, and drive scalable processes across the value stream.