Principal Product Manager

DeWinter Group; Santa Clara (CA); On-site; USD 90,000 - 150,000; Full time

Job summary

An established industry player is seeking a Principal Product Manager to lead the strategy for an AI-driven diagnostics platform. This pivotal role involves enhancing diagnostic accuracy and optimizing workflows in collaboration with engineering and customer success teams. You will be at the forefront of driving AI-powered solutions that significantly reduce mean time to resolution for enterprises. If you are passionate about leveraging cutting-edge technology to improve customer service and have a solid background in product management, this opportunity is perfect for you. Join a forward-thinking company where your contributions will make a tangible impact on the future of service management.

Qualifications

• 3-7 years of product management experience in AI-powered diagnostics.
• Strong understanding of customer service platforms and resolution intelligence.

Responsibilities

• Own the product roadmap for AI-powered troubleshooting solutions.
• Collaborate with customers to gather feedback and inform product roadmap.
• Define and track key success metrics for diagnostic accuracy and productivity.

Skills

Product Management

Field Service Management (FSM)

Customer Service Platforms (CSP)

AI-driven Troubleshooting

Analytical Skills

Tools

ServiceNow

Salesforce Service Cloud

Microsoft Dynamics

Zendesk

Job description

Principal Product Manager

What You’ll Do:

As the Product Manager for our Diagnostics product, you will lead the strategy and execution of our AI-driven troubleshooting and resolution platform. You’ll work closely with engineering, customer success, and field service teams to enhance diagnostic accuracy, optimize workflows, and integrate with key customer service and field service platforms.

This role is ideal for someone with experience in field service management (FSM), customer service platforms (CSP), and resolution intelligence platforms. You’ll help drive AI-powered diagnostics and resolution Pathways products, reducing mean time to resolution (MTTR) for enterprises.

Key Responsibilities

1. Own the product roadmap for Neuron7’s diagnostics solution, focusing on AI-powered troubleshooting and intelligent issue resolution.
2. Optimize the setup and onboarding to the diagnostics and pathways products, reducing the time-to-ROI for our customers and improving the overall usability of the product.
3. Enhance end-user self-service diagnostic capabilities, allowing end users to resolve issues before escalating to support.
4. Develop and optimize the technician experiences for looking up troubleshooting details and getting curated expert help where needed, as well as providing feedback.
5. Develop and optimize the product expert experiences for helping product experts manage and curate information from the field into robust troubleshooting guidance.
6. Integrate with major customer service and field service platforms (e.g., ServiceNow, Salesforce Service Cloud, Microsoft Dynamics, FSM tools) to streamline workflows.
7. Collaborate with customers’ product experts and technicians to gather feedback, inform the roadmap, and ensure real-world usability and effectiveness.
8. Work with data science teams to enhance AI models used for diagnostics, leveraging knowledge graphs, decision trees, and case-based reasoning.
9. Define and track key success metrics, including diagnostic accuracy, case deflection rates, technician productivity, and first-time fix rates.

Qualifications

1. 3-7 years of product management experience, ideally in AI-powered diagnostics, field service management (FSM), or customer support automation.
2. Strong understanding of customer service platforms (CSP) and resolution intelligence platforms, including tools like ServiceNow, Salesforce Service Cloud, Microsoft Dynamics, or Zendesk.
3. Experience working with AI-driven troubleshooting systems, conversational AI, or automated case resolution technologies.
4. Technical proficiency in LLMs, machine learning, AI search, and case-based reasoning systems is a plus.
5. Experience collaborating with field service teams, technical support engineers, and contact center professionals.
6. Strong analytical skills with a data-driven approach to decision-making.

DeWinter Group and Maris Consulting is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.