Product Manager / BSA

Location: Santa Clara, CA (On site must be local)

Experience Level: Mid-Senior (12+ years in technology or IT CX)

Education: Bachelors or Masters in Computer Science, Engineering, or related field (AI/ML emphasis preferred)

Function / Industry: Information Technology

Role Summary

• Lead strategic vision and transformation across domains: Entitlement & Consumption Management, New Product Introduction, Licensing & Provisioning, Customer Support & Success.
• Translate business objectives into actionable Application Product Roadmaps .
• Execute holistic product strategies across Salesforce, Gainsight, Clarizen, custom-built applications, and licensing/provisioning ecosystems .
• Apply first-principles thinking to architect AI-enabled products and intelligent solutions.
• Build integrations with IT/product systems, execute complex customer migrations, and champion AI-centric approaches to accelerate team velocity.

Key Responsibilities

• AI-First Product Strategy & Roadmap:
• Drive forward-looking roadmap for IT CX products with AI emphasis.
• Ensure predictive, proactive, and personalized experiences.
• End-to-End Product Ownership:
• Own complete lifecycle: ideation delivery.
• Craft precise product requirements, epics, and user stories with AI-first lens.
• Manage product backlogs and embed AI where it delivers maximum value.
• Cross-Functional AI Orchestration:
• Act as central bridge among business, R&D, IT Architecture, engineering, QA.
• Collaborate closely with engineering to deliver intelligent solutions.
• Predictive Analytics & Proactive Solutions:
• Use ML/analytics to identify patterns, prioritize fixes, and prevent issues.
• Design features anticipating user needs.
• Define Success Metrics:
• Establish success criteria and KPIs for AI-powered features.
• Continuously analyze user feedback and AI model outputs.
• AI Domain Expertise:
• Serve as AI product expert and thought leader.
• Identify emerging AI opportunities and champion strategic applications.
• Collaboration & Architecture:
• Ensure scalable, secure, maintainable solutions.
• Enhance operational efficiency and elevate customer/employee experience.

Required Skills & Experience

• 12+ years in product management in technology/IT CX .
• Focus on AI-powered solutions and some SaaS/subscription experience.
• Expertise in Customer Support & Success, Entitlement Management, Consumption Management .
• Proven experience in AI-driven entitlement systems, subscription lifecycle management, usage tracking/metering .
• Knowledge of AIs impact on billing models and integrating AI with CRM, ERP, billing systems .
• Strong technical background : software development, cloud-native architectures, advanced databases, ML platforms, Python/R, Microservices.
• Experience building products leveraging NLP, NLQ, predictive analytics, automated insights, diagnostics .
• Mentoring junior product managers and contributing to AI PM best practices; team management a plus.
• Exceptional communication & presentation skills ; ability to influence stakeholders and executive leadership.
• Proficiency in Agile/Scrum ; leading sprints, stand-ups, retrospectives in AI product development context.