Senior Manager, AI-Driven Customer Support Products

Workday

United States

On-site

USD 180,000 - 280,000

Full time

3 days ago

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Job summary

Workday is seeking a Senior Manager, Product Management to own the AI product strategy, roadmap, and end-to-end delivery of our Customer Support business applications. This role spans intake, triage, SLA management to resolution, onboarding, and tenant lifecycle processes, guiding design and backlog prioritization.

You will lead a cross-functional team of Architects, Technical Product Owners, Business Systems Analysts, and Developers in a SAFe Agile model, aligning with CX and Products &

Qualifications

10+ years in IT product management, business systems, or enterprise platform delivery.
5+ years managing cross-functional teams (Architects, TPOs, BSA, Developers).
5+ years owning product roadmaps, backlogs, and AI/LLM integrations.
5+ years delivering in SAFe or scaled Agile environments.

Responsibilities

Strategy & Roadmap: Own multi-year AI product roadmap aligned with support outcomes and business strategy.
AI Innovation & Governance: define AI evaluation, quality frameworks, and responsible AI standards.

Skills

Product management leadership

Cross-functional leadership

Roadmaps & backlogs ownership

SAFe / Agile scaling

Education

Bachelor's degree in CS/IS/Engineering

Tools

Salesforce Service Cloud

Job description

You will lead a cross-functional team of Architects, Technical Product Owners, Business Systems Analysts, and Developers in a SAFe Agile model, aligning with CX and Products &

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