Product Manager, Customer Support Systems for Robotics

Lab37; Pittsburgh (Allegheny County); On-site; USD 165,000 - 195,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) and Health Savings Account

Paid holidays and vacation

Job summary

Lab37 Robotics in Pittsburgh is seeking a seasoned Senior Product Manager to own the vision and strategy for customer support systems. You will translate customer and operational insights into a prioritized roadmap covering self-service, automation, human workflows, and escalation.

You will lead discovery, author PRDs and playbooks, and define KPIs to drive improvements in customer experience and cost to serve. This onsite role offers a substantial base salary and equity potential.

Qualifications

• Bachelor's degree in a related field; MBA or equivalent is a plus.
• 7+ years in product management for customer support or related enterprise software.

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, specialists, and escalation.
• Build intelligent intake, triage, and routing across robotics, KDS, Otter, and integrations.
• Create automated and human-assisted experiences with knowledge tools and guided diagnostics.
• Connect support workflows to telemetry, logs, configurations, and customer history for diagnosis.
• Lead discovery and maintain PRDs, service blueprints, user stories, and success metrics.
• Define, monitor, and analyze KPIs, translating patterns into improvements and roadmap priorities.

Skills

Product strategy

Roadmap management

Cross-functional leadership

AI and automation

Customer support platforms

Analytical mindset

Education

Bachelor's degree in Engineering, CS, Business, or related field

Tools

CRM systems

Knowledge management systems

Job description

Lab37 Robotics in Pittsburgh is seeking a seasoned Senior Product Manager to own the vision and strategy for customer support systems. You will translate customer and operational insights into a prioritized roadmap covering self-service, automation, human workflows, and escalation.

You will lead discovery, author PRDs and playbooks, and define KPIs to drive improvements in customer experience and cost to serve. This onsite role offers a substantial base salary and equity potential.