Senior Manager, AI Product Lead — Customer Support

HR Tech Job; Pleasanton (CA); Hybrid; USD 204,000 - 306,000; Full time

Benefits offered by this job

Stock grants

Flexible work

Competitive pay

Job summary

Workday seeks a Senior Manager, Product Management to own the AI product strategy, roadmap, and end-to-end delivery of Customer Support business applications. You will guide design, backlog prioritization, and cross-functional leadership within a SAFe Agile model.

You will collaborate with Architects, Technical Product Owners, and Analysts to drive an AI-first strategy, manage KPIs, and ensure scalable delivery across the product lifecycle.

Qualifications

• 10+ years in IT product management, business systems, or enterprise platform delivery.
• 5+ years managing cross-functional teams (Architects, Technical Product Owners, Business Systems Analysts, Developers).
• 5+ years owning product roadmaps, backlogs, and AI/LLM integrations.
• 5+ years leading delivery within a SAFe or scaled Agile operating model.

Responsibilities

• Own the multi-year AI product roadmap aligned with enterprise support outcomes and business strategy.
• Collaborate with AI & Architecture to define frameworks for AI evaluation, quality, and responsible AI standards.
• Lead feasibility assessments, sprint planning, and backlog refinement for AI Pod development teams.
• Direct and mentor a multidisciplinary team and align with executives to implement an innovative AI-first Customer Support strategy.
• Use data to uncover areas within the business to drive performance, unlock value and improve execution.
• Define and implement a scalable framework to track core business metrics related to the product.

Skills

Cross-functional leadership

Roadmap ownership

AI/LLM integrations

SAFe / Agile delivery

Team leadership

Education

Bachelor's degree in Computer Science, Information Systems, Engineering, or equivalent

Tools

Salesforce Service Cloud

Job description

Workday seeks a Senior Manager, Product Management to own the AI product strategy, roadmap, and end-to-end delivery of Customer Support business applications. You will guide design, backlog prioritization, and cross-functional leadership within a SAFe Agile model.

You will collaborate with Architects, Technical Product Owners, and Analysts to drive an AI-first strategy, manage KPIs, and ensure scalable delivery across the product lifecycle.