Product Manager, Support Systems & Automation

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

Benefits offered by this job

Medical insurance

401(k)

Health Savings Account (HSA)

Paid time off

Job summary

Lab37 Robotics is seeking a senior product leader to own the vision and roadmap for customer support systems that enable scalable, field-ready operations. You will translate customer and operator insights into prioritized roadmaps spanning self-service, automation, human workflows, and escalation.

This role demands a track record turning complex problems into shipped workflows with measurable impact. The role is based in Pittsburgh, onsite, with a base salary range of $165,000–$195,000 per year.

Qualifications

• Bachelor's degree in Engineering, Computer Science, Business, Product Design, Operations, or a related field; MBA or equivalent business experience a plus.

Responsibilities

• Own and refine a multi-year customer support systems roadmap grounded in customer research and data.
• Design a scalable, tiered support model with experiences and handoffs across self-service, automation, frontline support, specialists, and escalation.
• Build intelligent intake, triage, and routing with issue taxonomy and escalation paths across robotics and related integrations.
• Create automated and human-assisted support experiences with knowledge tools, diagnostics, and playbooks preserving context across handoffs.
• Connect support workflows to system context by bringing telemetry, logs, configurations, orders, and customer history into diagnostic tools.
• Lead discovery and maintain product artifacts: PRDs, service blueprints, user stories, acceptance criteria, and success metrics.
• Define, monitor, and analyze KPIs to improve customer experience, resolution time, self-service containment, routing accuracy, and cost to serve.

Skills

Product management

Robotics domain

AI & automation

Data-driven decisions

Cross-functional teamwork

Communication skills

Systems thinking

Education

Bachelor's degree

MBA

Job description

Lab37 Robotics is seeking a senior product leader to own the vision and roadmap for customer support systems that enable scalable, field-ready operations. You will translate customer and operator insights into prioritized roadmaps spanning self-service, automation, human workflows, and escalation.

This role demands a track record turning complex problems into shipped workflows with measurable impact. The role is based in Pittsburgh, onsite, with a base salary range of $165,000–$195,000 per year.