Senior AI Product Lead - Customer Support Platforms
Workday, Inc.
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Job summary
Workday, Inc. seeks a Senior Manager, Product Management to own the AI product strategy, roadmap, and end-to-end delivery of our Customer Support applications.
You will guide cross-functional teams across Architects, Technical Product Owners, Business Systems Analysts, and Developers in a SAFe Agile model to improve intake, triage, SLA management, and resolution. The role requires a strong track record in building AI-enabled enterprise software, managing roadmaps, and partnering with executive
Qualifications
- 10+ years in IT product management or enterprise platform delivery.
- 5+ years leading cross-functional teams.
- 5+ years owning product roadmaps and AI/LLM integrations.
- 5+ years delivering in SAFe or scaled Agile.
- Experience with CRM Service Cloud and AI patterns in enterprise environments.
- Bachelor's degree in CS/IS/Engineering or equivalent.
Responsibilities
- Define AI product strategy and multi-year roadmap for customer support.
- Lead cross-functional teams of architects, TPOs, BSA, and developers in SAFe.
- Prioritize backlog and guide AI Pod delivery and design documentation.
- Partner with executives to implement an AI-first customer support strategy.
- Track metrics like deflection, containment, resolution times, and CSAT.
Skills
Education
Tools
Job description
Workday, Inc. seeks a Senior Manager, Product Management to own the AI product strategy, roadmap, and end-to-end delivery of our Customer Support applications.
You will guide cross-functional teams across Architects, Technical Product Owners, Business Systems Analysts, and Developers in a SAFe Agile model to improve intake, triage, SLA management, and resolution. The role requires a strong track record in building AI-enabled enterprise software, managing roadmaps, and partnering with executive
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