Product Lead, AI-Driven Cross-Product Support Ecosystem

fanaticsfbg; EE. UU.; A distancia; USD 120.000 - 190.000; Jornada completa

Descripción de la vacante

Fanaticsfbg is seeking a Senior Product Manager to lead the direction of support-system platforms that unify customer records across multiple digital businesses. You will drive discovery and delivery across teams with divergent priorities to simplify service workflows, improve issue resolution, and maintain consistent loyalty signals.

You will define the shared data model, align identity and case definitions, and partner with engineering and data teams to craft the integration roadmap.

Formación

• 8+ years of product management experience, ideally with platform, data, or internal tools.
• Experience creating products for customer support, customer experience, or operations teams, including AI-assisted service workflows.
• Track record of leading initiatives across organizations without directly owning all roadmaps or delivery teams.
• Ability to build consensus and ship work across teams with competing priorities.
• Strong partnership with engineering and data teams, and clear communication of requirements and tradeoffs to executives.
• Comfort making and revising decisions when information is incomplete.

Responsabilidades

• Map current support systems, data, teams, and measures, then define a target state and phased roadmap.
• Work with data, engineering, and architecture partners to define the shared support record, its sources, and how business tools exchange information with it.
• Align identity, loyalty, and case definitions across business units.
• Decide how customer tier, tenure, and cross-product history should inform service routing, prioritization, and agent context.
• Build agreement on shared priorities across product, operations, data, and leadership teams.
• Define privacy and regulatory controls for data sharing, and establish support metrics before integrations launch.

Conocimientos

Product management

Platform / internal tools

Cross-functional leadership

AI workflows

Data collaboration

Descripción del empleo

Fanaticsfbg is seeking a Senior Product Manager to lead the direction of support-system platforms that unify customer records across multiple digital businesses. You will drive discovery and delivery across teams with divergent priorities to simplify service workflows, improve issue resolution, and maintain consistent loyalty signals.

You will define the shared data model, align identity and case definitions, and partner with engineering and data teams to craft the integration roadmap.