Product Manager - Employee Support & Knowledge

You are a curious and creative product leader who thrives in ambiguity and brings clarity to complex problems spanning multiple platforms, workflows, and teams. You balance strategic thinking with a bias toward execution and can lead products from discovery through launch and adoption. You use customer insights and data to identify opportunities, make thoughtful tradeoffs, and create intuitive product experiences. You understand how support platforms, automation, data, and AI can work together to improve self-service, agent productivity, and the employee support experience. You are skilled at managing stakeholders, building cross-functional alignment, and communicating effectively with engineers, operational partners, customers, and executives. 5+ years of product management experience leading enterprise or consumer products. Experience managing products through the full lifecycle, from discovery and requirements through development, testing, launch, adoption, and continuous improvement. Ability to understand complex systems and workflows and create simple, intuitive experiences across multiple products and teams. Experience using customer insights, data, and metrics to identify opportunities, prioritize investments, and measure product outcomes. Ability to balance near-term delivery with a longer-term product vision and make thoughtful tradeoffs across competing priorities. Experience partnering closely with engineering, design, data, operations, and business stakeholders. Strong analytical, problem-solving, written, and verbal communication skills. Experience with support technology, workflow automation, or AI-powered products is a plus. Create product roadmaps and work closely with engineering, design, support operations, data, and business stakeholders to prioritize and deliver new products and enhancements. Manage products through their full lifecycle, from discovery and concept development through iterative delivery, launch, adoption, continuous improvement, migration, and deprecation. Use customer insights and data to prioritize the opportunities that deliver the greatest employee and business impact and to measure whether products are achieving their intended outcomes. Build alignment across teams with different needs and priorities, communicate tradeoffs clearly, and lead product discussions with engineering, operational partners, and senior leaders.Develop a deep understanding of the internal support product you will own and create an enduring vision to improve the employee and support-agent experience. Own the product strategy and roadmap across internal tools such as Slack, Zendesk, and Jira and the integrations connecting these platforms. Partner with support teams, employees, and other stakeholders to understand customer needs, identify pain points, and validate product opportunities through research, data, and feedback. Define and improve the data foundation needed to understand support demand, identify recurring issues, measure product performance, and provide actionable insights to support teams.