Product Manager, AI-Driven Support & Ops

Cssmerge; Pittsburgh (Allegheny County); On-site; USD 165,000 - 195,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k)

Health Savings Account (HSA)

Paid holidays

Parental Leave

Pet insurance discount

Job summary

Lab37 Robotics is seeking a Senior Product Manager to own the vision and roadmap for customer support systems that scale across self-service, automation, and field service. You will translate customer and operator insights into prioritized requirements and collaborate with engineering and product teams to deliver end-to-end support experiences.

You will define intelligent intake, triage, and routing, build knowledge tools and playbooks, and monitor KPIs to improve customer experience and reduce

Qualifications

• 7+ years in roles aligned to product management for customer support tech, service ops, or B2B SaaS.
• Experience shaping a vision and roadmap from customer and operator insights.
• Experience with service design and customer support platforms.

Responsibilities

• Own and refine a multi-year customer support systems roadmap grounded in research and data.
• Design a scalable, tiered support model across self-service, automation, frontline, and escalation.
• Build intake, triage, and routing with taxonomy, severity, and ownership rules.
• Create automated and human-assisted support experiences with playbooks and guided diagnostics.
• Connect workflows to telemetry, logs, configurations, and customer history.
• Lead discovery and maintain PRDs, service blueprints, user stories, and success metrics.
• Define, monitor, and analyze KPIs: CX, response time, first contact, and cost to serve.

Skills

Product management

Customer support systems

Data-driven decisions

AI & automation

Education

Bachelor's degree

Tools

CRM

Helpdesk

Knowledge management

Omnichannel operations

Incident management

Field service workflows

Job description

Lab37 Robotics is seeking a Senior Product Manager to own the vision and roadmap for customer support systems that scale across self-service, automation, and field service. You will translate customer and operator insights into prioritized requirements and collaborate with engineering and product teams to deliver end-to-end support experiences.

You will define intelligent intake, triage, and routing, build knowledge tools and playbooks, and monitor KPIs to improve customer experience and reduce