Senior Manager, Product Management - Business Technology GTM | Customer Support

Workday; Pleasanton (CA); Hybrid; USD 204,000 - 306,000; Full time

Job summary

Workday in Pleasanton, CA is seeking a Senior Manager, Product Management to own the AI product strategy, roadmap, and end-to-end delivery of our Customer Support applications. This role spans the complete customer support lifecycle—from intake, triage, and SLA management to resolution, onboarding, and tenant lifecycle processes.

You will guide technical design, backlog prioritization, and delivery quality while leading a cross-functional team in a SAFe Agile model.

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 leading delivery within SAFe or scaled Agile.

Responsibilities

• Own multi-year AI product roadmap aligned with support outcomes and strategy.
• Define AI governance, quality frameworks, and build-vs-buy decisions.
• Lead feasibility, sprint planning, and backlog refinement for AI pods.
• Mentor a multidisciplinary team and partner with executives across functions.
• Use data to drive performance and unlock value across the product.
• Track core business metrics related to the product at scale.

Skills

IT product management

Cross-functional leadership

Product roadmaps

SAFe / Agile

Education

Bachelor's degree

Tools

Salesforce Service Cloud

Job description

Your work days are brighter here.

We’re obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We’re in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you’re building smarter solutions, supporting customers, or creating a space where everyone belongs, you’ll do meaningful work with Workmates who’ve got your back. In return, we’ll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you’ve found a match in Workday, and we hope to be a match for you too.

About the Team

Workday’s Business Technology GTM organization is building an AI-first support experience. Partnering closely with Workday’s Customer Experience (CX) team, we transform AI strategy into proactive self-service, smarter routing, faster issue resolution, and measurable outcomes for our enterprise customer support operations. The goal of this role is to define and lead teams to implement an end-to-end solution strategy across the Workday Customer Support value stream,. This strategy will thread together Workday products, custom solution innovations and third-party technology to build a best-in-class solution, driving differentiated business value and delightful user experiences. This position is an essential member of the Leadership team, reporting to the Senior Director, Business Technology GTM.

About the Role

We are 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 the complete customer support lifecycle—from intake, triage, and SLA management to resolution, customer onboarding, and tenant lifecycle processes. You will guide technical design, backlog prioritization, and delivery quality while leading a cross-functional team of Architects, Technical Product Owners, Business Systems Analysts, and Developers in a SAFe Agile model.

Key Responsibilities

• Strategy & Roadmap: Own the multi-year AI product roadmap aligned with enterprise support outcomes and business strategy. Track key metrics including deflection, containment, resolution times, and CSAT.

• AI Innovation & Governance: collaborate with Business Technology AI & Architecture to define frameworks for AI evaluation, quality, and responsible AI standards. Partner with Architecture on build-vs-buy decisions

• Delivery Execution: Lead technical feasibility assessments, sprint planning, and backlog refinement for AI Pod development teams. Co-own design documentation and backlog prioritization with the Business Process Owner.

• Team Leadership & Stakeholder Management: Direct and mentor a multidisciplinary team. Partner with executive leaders across Business Technology, CX, and Products & Technology to define and implement an innovative AI-first Customer Support strategy and roadmap.

• 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.

About You

Basic Qualifications:

• 10+ years in IT product management, business systems, or enterprise platform delivery.

• 5+ years managing cross-functional teams (e.g., Architects, Technical Product Owners, Business Systems Analysts, Developers).

• 5+ years of experience owning product roadmaps, backlogs, and AI/LLM technology integrations.

• 5+ years of experience leading delivery within a SAFe or scaled Agile operating model

Other Qualifications:

• Experience in CRM Service Cloud platforms (e.g., Salesforce Service Cloud) and agentic AI patterns (orchestration, autonomous workflows, tool-calling).

• Experience establishing AI quality frameworks, data governance, and responsible AI practices in enterprise environments.

• Strong track record in executive stakeholder management, customer advisory programs, and human-centered design methodologies.

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, Engineering, or equivalent experience.

Workday Pay Transparency Statement

The annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday’s comprehensive benefits, please click here.

Primary Location: USA.CA.Pleasanton

Primary Location Base Pay Range: $204,000 USD - $306,000 USD

Additional US Location(s) Base Pay Range: $171,000 USD - $306,000 USD

Our Approach to Flexible Work

With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you’ll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote “home office” roles also have the opportunity to come together in our offices for important moments that matter.

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

Workday is committed to providing reasonable accommodations for qualified individuals during our application process, in order to perform one or more essential functions of their job, as well as regarding the use of AI tools for employment decision-making to any degree. Please see below for more details including how to request an accommodation as a qualified veteran, due to a disability or for religious reasons, or as otherwise provided under applicable law.

Workday prohibits taking adverse action against any candidate or employee for reporting a possible violation of this policy, requesting one or more work accommodations, exercising a privacy right, or cooperating in an investigation in accordance with applicable law. Any employee who retaliates against a candidate or employee for doing so may be subject to disciplinary action, up to and including termination of employment, to the fullest extent allowable under applicable law.

If you require a reasonable accommodation, you may email [e-mail], as far in advance as possible.

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