Autonomous AI Support Product Manager

Cisco Systems, Inc; North Carolina; Vor Ort; USD 155.000 - 225.000; Vollzeit

Benefits dieser Stelle

Medical, dental, and vision coverage

401(k) with company match

Paid parental leave

Short and long-term disability

Basic life insurance

10 paid holidays plus floating holiday

Birthday off and wellness days

Volunteer time off

Zusammenfassung

Cisco Systems, Inc. is seeking a seasoned product manager to own the end-to-end roadmap for AI-native Support and TAC capabilities, driving deflection and entitlement accuracy while shaping domain ontology.

You will lead cross-functional efforts across Product, Engineering, and Support to codify governance for autonomous agent workflows and improve case lifecycle processes, delivering faster, smarter support and growing Professional Services opportunities.

Qualifikationen

• Bachelor's or Master's degree in Computer Science, 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
• Proven expertise in support/ticketing lifecycle design including intake, entitlement, classification, assignment, and resolution flows
• Experience defining governance for automated workflows, including autonomy tiers, confidence gating, and RACI accountability

Aufgaben

• Own the end-to-end product roadmap for AI-native Support/TAC capabilities, balancing immediate wins in deflection and entitlement accuracy with long-term domain ontology development
• Define and optimize the pre-case intake experience, ensuring fast self-serve resolution while accurately admitting cases that require human intervention
• Lead the design and governance of the SR Case lifecycle, improving classification, assignment, and resolution processes to drive measurable support efficiency
• Partner across Product, Engineering, and Support leadership to codify domain events, confidence rules, and escalation policies that enable autonomous agent workflows
• Success means delivering faster, smarter support outcomes that increase deflection rates, entitlement accuracy, and Professional Services pipeline conversion

Kenntnisse

Agentic AI

Autonomous AI agents

Multi-agent orchestration

Support lifecycle design

Ausbildung

Bachelor's or Master's in CS/Engineering/Data Science/Business

Tools

Cisco IQ

AgenticOps platform

AI Canvas

Jobbeschreibung

Cisco Systems, Inc. is seeking a seasoned product manager to own the end-to-end roadmap for AI-native Support and TAC capabilities, driving deflection and entitlement accuracy while shaping domain ontology.

You will lead cross-functional efforts across Product, Engineering, and Support to codify governance for autonomous agent workflows and improve case lifecycle processes, delivering faster, smarter support and growing Professional Services opportunities.