Product Manager — Customer Support Systems (Robotics)

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

Benefits offered by this job

Health insurance

Life & disability insurance

Voluntary insurance

Supplemental life insurance

401(k) plan

HSA

FSA

Vacation days

Paid holidays

Job summary

Lab37 Robotics is seeking a senior leader to own vision and strategy for customer support systems, guiding a roadmap that spans self-service, automation, human workflows, and escalation. You will translate customer, agent, and operational insights into prioritized product requirements used across robotics, KDS, Otter integrations, and frontline support.

You will design scalable support models, establish taxonomy and escalation paths, and lead discovery while maintaining artifacts like PRDs and

Qualifications

• Bachelor's degree in a related field and strong product management background.
• 7+ years of relevant experience including 5+ years in PM for customer support tech or B2B SaaS.
• Proven track record delivering shipped products and workflows.
• Experience with service design and customer support platforms.
• Experience applying AI and automation to self-service and routing.

Responsibilities

• Own and refine a multi-year customer support systems roadmap grounded in research and data.
• Design scalable support models across self-service, automation, frontline, specialists, and escalation.
• Build intelligent intake, triage, and routing across integrations and telemetry.
• Create automated and human-assisted experiences with playbooks and context preservation.
• Connect support workflows to system context including telemetry and history.
• Lead discovery and maintain product artifacts such as PRDs and user stories.
• Define, monitor, and analyze KPIs to drive improvements and roadmap priorities.

Skills

Product management

Customer support platforms

AI & automation

Data-driven decisions

Cross-functional collaboration

Systems thinking

Kommunication

Education

Bachelor's degree in Engineering, Computer Science, Business, Product Design, Operations

MBA or equivalent business experience

Tools

CRM systems

Knowledge management platforms

Incident management tools

APIs & integrations

Job description

Lab37 Robotics is seeking a senior leader to own vision and strategy for customer support systems, guiding a roadmap that spans self-service, automation, human workflows, and escalation. You will translate customer, agent, and operational insights into prioritized product requirements used across robotics, KDS, Otter integrations, and frontline support.

You will design scalable support models, establish taxonomy and escalation paths, and lead discovery while maintaining artifacts like PRDs and