Sr. Staff Product Manager, AI-Native IT Service Management

Description

The company's Service Operations group is where enterprises learn whether their technology works. When an outage hits, the first stretch often goes to finding the fault instead of fixing it.

The team builds the products that shorten that stretch: incident and major incident handling, problem and root cause analysis, change management, on-call, and alerting. Users range from service desk staff to application, platform, infrastructure and network teams, plus DevOps and SRE groups on call around the clock and major incident commanders who bring everyone onto one call. Thousands of large IT organizations run on these products.

The products are being rebuilt to be AI-native rather than AI-assisted. Agents will triage, correlate and resolve, and people will shift from doing the work to directing it. The stated goal is Zero Service Outage.

You will own a portion of this portfolio: defining what good looks like, who it serves, and whether it is actually ready. The work is making that goal real for customers who use these products daily.

The hard part is the data, not the model. Service operations data is messy: partly filled CMDBs, rushed incident write-ups, alert noise from many tools, and regional naming differences. An agent can do well on a clean test set and fail on a live customer stream for reasons unrelated to reasoning. Finding out why, and designing around it, is central to the role.

Customers already run the current experience in production. Moving them to AI-native changes how their IT teams work, who approves actions, and how far operators trust an agent to act without supervision. You will decide what to keep, what to drop, and what must be earned before it is automated.

The team works fast: prototype rather than describe, show working demos instead of slides, draft specs, build rough eval harnesses, and pull your own data. The company invests in advanced tooling and expects its use. Product managers are well placed to lead this shift, and you will help bring the team along.

Responsibilities

• Own an AI-native ITSM product from the customer problem through launch criteria to how it performs in production.
• Set product strategy for the Service Operations portfolio in support of the company's growth toward $10B+ in revenue.
• Prototype interactions, build eval harnesses, and review agent execution logs to find out why failed runs failed.
• Define what good means for an autonomous agent where a wrong action can cause another outage. Push engineering to meet that standard and be candid about what can be promised.
• Partner with design partners in service desk, application and infrastructure support, DevOps and SRE, and major incident command. Work in their environments on their real incidents, changes and RCAs, then generalize the lessons for the next thousand customers.
• Own outcome metrics such as time to resolve, change failure rate and repeat incidents, together with Customer Success, and make sure the instrumentation shows whether what you shipped moved them.
• Align with peer product managers on priorities and timing, and guide several teams through ambiguous development while keeping the unified vision in view.
• Write your own strategy, specs and analysis.
• Coach other product managers in a senior role on a small team.

Requirements

• 12+ years of software product management, with a record of shipping complex enterprise products customers value and that produce measurable business results.
• Have owned an AI-native product end to end and been accountable for its quality bar. Ownership counts more than years.
• Understand enterprise-grade AI: quality standards, guardrails, telemetry, and earning trust before granting an agent real authority.
• Working knowledge of IT service operations, including how incidents, changes and on-call really run and why ops teams hesitate to trust automation. Enough depth to see what should change fundamentally, not just incrementally.
• Comfortable with platform concepts such as workflow orchestration, workspace design, workflow designer tooling, and extensibility patterns. Able to join architecture discussions and make sound trade-offs.
• Worked with big organizations where customization is heavy, compliance matters and expectations run high.
• Experience defining requirements, from customer insight and market analysis through detailed user stories and roadmaps that align stakeholders.
• Real curiosity about customer needs and a history of building genuine customer relationships.
• Able to drive solutions through systems thinking and to lead and mentor more junior team members.
• Experience applying AI in work processes, decisions or problem solving, through AI tools, workflow automation or analysis of AI-driven insights.
• Preferred: depth in IT service operations across incident and major incident, change, problem and RCA, CMDB, on-call or AIOps. Having been on the bridge call, or close to it, helps.
• Preferred: agent evaluation, including eval set design, LLM-as-judge, and closing the gap between offline results and production behavior.
• Preferred: hands-on prototyping and analysis in the tools, data and logs.
• Preferred: zero-to-one experience where users, quality bar and economics all had to be defined at once.
• Preferred: experience moving a large installed base onto a materially different experience.
• Preferred: AI-native working habits already in place, and evidence that you changed how a team works.
• Preferred: familiarity with other enterprise workflow platforms such as Salesforce, Jira Service Management, Freshworks and BMC.

Conditions

Base pay for this location is $190,900 - $334,100, plus equity when applicable, variable or incentive compensation and benefits.

Total pay varies with qualifications, skill level, competencies and work location; the base pay shown is a guideline.

Pay depends on the geographic location of the role and may change with work location.

Work persona is flexible, remote or required in office, assigned according to the nature of the work and the assigned work location.

The company may use a third-party service to measure the distance between your primary residence and the nearest office when determining work persona eligibility.

Benefits

• Health plans, including flexible spending accounts.
• 401(k) plan with company match.
• Employee stock purchase plan (ESPP).
• Matching donations.
• Flexible time away plan.
• Family leave programs.