Product Manager, AI-Driven Customer Support Systems

Lab37; Pittsburgh, Northern (Allegheny County, KY); Hybrid; USD 165,000 - 195,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Company-paid life and disability

401(k) with match

Health Savings Account (HSA)

Discretionary vacation and holidays

Equity and bonus potential

Job summary

Lab37 Robotics is seeking a senior leader to own the vision and strategy for customer support systems that scale with field deployments. You will translate customer and operator insights into a prioritized roadmap spanning self-service, automation, human workflows, case management, triage, and escalation.

You’ll design a scalable support model, build intelligent intake and routing, and deliver automated and human-assisted experiences.

Qualifications

• Bachelor's degree in a relevant field or equivalent experience.
• 5+ years in product management for customer support tech or similar.
• Experience turning complex problems into shipped workflows with measurable impact.
• Knowledge of service design and omnichannel support platforms.
• Proven ability to apply AI/automation with appropriate human oversight.

Responsibilities

• Own and refine a multi-year customer support systems roadmap grounded in research and data.
• Design scalable, tiered support models across self-service, automation, and escalation.
• Build intelligent intake, triage and routing for robots, KDS, Otter, and integrations.
• Create automated and human-assisted experiences with playbooks and diagnostics.
• Connect support workflows to telemetry, logs, configurations, and customer history.
• Lead discovery and maintain PRDs, service blueprints, stories, and metrics.
• Define, monitor and analyze KPIs to drive improvements and priorities.

Skills

Strategic product management

Cross-functional leadership

Data-driven decision making

CRM platforms

AI and automation in support

Strong communication

Education

Bachelor's degree in Engineering or related field

MBA or equivalent business experience

Tools

CRM systems

Knowledge management tools

Workflow automation tools

Job description

Lab37 Robotics is seeking a senior leader to own the vision and strategy for customer support systems that scale with field deployments. You will translate customer and operator insights into a prioritized roadmap spanning self-service, automation, human workflows, case management, triage, and escalation.

You’ll design a scalable support model, build intelligent intake and routing, and deliver automated and human-assisted experiences.