Product Manager: Proactive Support & Workflow Automation

Jobtailor; California (MO); On-site; USD 120,000 - 160,000; Full time

Job summary

Jobtailor seeks a Senior Product Manager to drive automation and operational excellence in technical support. You will own end-to-end workflow design, partner with engineering, data teams, and security, and translate customer feedback into product improvements.

You will lead backlog priorities, mentor squads, define metrics (MTTR, CSAT), and shape tooling strategy. Strong analytical skills, Jira/Confluence experience, and a data-driven mindset are required to succeed.

Qualifications

• 9–12 years of relevant experience, with 8+ years in Product Management
• Experience supporting technical support or service organizations
• Proven success driving workflow automation and operational efficiency
• Experience managing support tools, platforms, or diagnostic applications
• Strong analytical and data-driven decision-making skills
• Experience with Jira, Confluence, agile practices, and backlog management
• Track record improving engineer productivity and customer satisfaction
• Experience with telemetry platforms and proactive support models
• Knowledge of AI-assisted diagnostics, intelligent routing, and automation
• Familiarity with remote support tools and knowledge management systems
• Understanding of supportability engineering and self-service experiences
• Experience using customer feedback and support KPIs to drive improvements
• Bachelor's degree in Technical Communication, English, Computer Science, Information Science, Engineering, or a related field, or equivalent experience

Responsibilities

• Understand technical support engineer workflows and identify improvement opportunities
• Drive evolution of remote support tools and support platforms
• Leverage AutoSupport, telemetry, and diagnostic data to improve proactive support and resolution speed
• Design and optimize support workflows, tooling, and data access
• Lead end-to-end workflow automation across support case management
• Define and track supportability metrics including MTTR, automation coverage, productivity, and adoption
• Partner with engineering to build products with strong diagnosability, logging, and supportability
• Promote a design-for-supportability mindset across teams
• Identify AI/ML opportunities for routing, diagnostics, root cause analysis, and knowledge retrieval
• Understand customer journeys throughout the support lifecycle
• Translate support trends and customer feedback into product improvements
• Improve self-service, knowledge management, and support experiences
• Monitor customer metrics including CSAT, CES, NPS, and first-contact resolution
• Create closed-loop feedback processes between customers, support, and product teams
• Ensure support tools and data handling comply with security and privacy standards
• Partner with security and legal teams on governance and access controls
• Implement secure-by-default support tooling practices
• Support agile squads delivering automation and customer experience initiatives
• Create user stories, requirements, and backlog priorities
• Partner with Product Owners and Scrum Masters to deliver incrementally
• Drive data-informed decision making and operational excellence
• Connect support operations, engineering, data, and customer experience teams
• Communicate insights and automation opportunities to leaders and stakeholders
• Align tooling strategy and platform investments across organizations

Skills

Workflow Automation

Operational Efficiency

Data-Driven Decision Making

Support Tools Management

AI-Assisted Diagnostics

Telemetry Platforms

Agile Practices

Backlog Management

Knowledge Management

Remote Support Tools

Education

Bachelor's degree or equivalent

Tools

Jira

Confluence

Diagnostic Applications

Job description

Jobtailor seeks a Senior Product Manager to drive automation and operational excellence in technical support. You will own end-to-end workflow design, partner with engineering, data teams, and security, and translate customer feedback into product improvements.

You will lead backlog priorities, mentor squads, define metrics (MTTR, CSAT), and shape tooling strategy. Strong analytical skills, Jira/Confluence experience, and a data-driven mindset are required to succeed.