Senior Product Manager

Engage directly with end customers to understand their needs, gather feedback, and proactively identify service-impacting issues and feature gaps. Partners with Site Reliability Engineers and developers to resolve support drivers, introduce new tooling and features, and ensure continuous improvement of the customer experience. Collaborates with partner teams, systems integrators, and other vendors to build golden configurations and deployment strategies with minimal user impact. Collects and reviews service telemetry to identify the most impactful issues affecting service health, uncovers opportunities to enhance the customer experience, and drives iterative improvements for ongoing service quality. Leverages data and AI tools to analyze user behavior or feedback, working with data scientists or engineering to implement AI-driven improvements. Incorporates security factors and implements security-by-default principles in features, services, and experiences. Bachelor's Degree AND 5+ years experience in product / service / program management or software development Bachelor's Degree AND 8+ years experience in product / service / program management or software development OR equivalent experience. 2+ years experience taking a product, feature, or experience to market (e.g., design, addressing product market fit, and launch, internal tool/framework) and improving metrics for a product, feature, or experience. 4+ years experience improving product metrics for a product, feature, or experience in a market (e.g., growing customer base, expanding customer usage, avoiding customer churn). 4+ years experience disrupting a market for a product, feature, or experience (e.g., competitive disruption, taking the place of an established competing product). 2+ years experience managing or leading cross-functional hardware programs involving coordination with multiple stakeholders, tracking KPIs, and enhancing the overall customer experience. 3+ years experience partnering with SRE or infrastructure engineering teams to improve service health, including defining and tracking availability, reliability, or “nodes in service” metrics, and driving remediation plans for the top quantified issue drivers. 3+ years experience owning and prioritizing a product backlog using operational and customer signals (e.g., incident data, telemetry, customer feedback), translating those inputs into prioritized features, bug fixes, and action plans delivered through regular release cycles. 3+ years experience owning the end-to-end user experience for a shared or multi-tenant platform, including managing competing customer requirements, defining success metrics (e.g., CSAT, adoption, availability), and delivering measurable improvements to usability and service quality.