Product Manager, AI-Powered IT Help Experience

We are seeking a contractor Product Manager to help drive the continued evolution of an AI-powered internal IT help experience delivered through Slack and chat-based workflows. This role will own requirements, outcomes, rollout planning, measurement, and rapid iteration as the product becomes a primary front door for IT help. This is a hands-on individual contributor role for a Product Manager who can embed quickly, operate independently, and partner closely with engineering, support operations, and business stakeholders in a fast-moving environment. Enterprise experience strongly preferred.

Key Responsibilities - Own day-to-day product management, including framing, prioritization, requirements, acceptance criteria, and backlog management. - Play a key product role in agile team ceremonies, including planning, refinement, standups, reviews, and retrospectives. - Partner with engineering and support operations to improve troubleshooting, escalation, fulfillment, and response quality. - Define, monitor, and interpret success metrics, then turn findings into roadmap and prioritization decisions. - Drive UAT, rollout readiness, stakeholder updates, and rapid iteration. - Prepare for and facilitate recurring product reviews with senior stakeholders. - Strengthen the product feedback loop by turning user, support, and operational signals into prioritized improvements. - Improve user journeys and service workflows through experimentation and iterative delivery. Must-Have Skills - 5+ years of product management experience. - Ability to operate as an independent individual contributor and embed quickly with limited oversight. - Strong product management experience owning roadmap, requirements, prioritization, and delivery. - Experience with internal platforms, workflow products, service experiences, or AI-enabled products. - Production ownership of an agentic product or AI-agent experience. - Demonstrated effectiveness shaping and improving prompts. - Strong understanding of agent workflows, prompt effectiveness, evaluation, tuning, and common quality and trust issues. - Strong cross-functional experience with engineering and operations in ambiguous, fast-moving environments. - High comfort with data analysis and metric development, including defining ambiguous measures and turning findings into action. - High comfort leveraging AI tools to manage your own work more effectively. - Experience improving user journeys or service workflows through experimentation and iterative delivery. - Strong written and verbal communication skills, including executive-ready updates and stakeholder alignment. Nice-to-Have Skills - Experience with IT support, employee service, or internal help/productivity domains. - Understanding of change management for adoption of new tools, workflows, or AI-enabled experiences. - Familiarity with Salesforce Agentforce or similar agent platforms. - Experience with multilingual or global rollout considerations. - Experience setting up CSAT, observability, or closed-loop feedback systems. - Experience partnering with Support Operations or Service Desk teams.

Required Tools & Platforms - Experience with Slack-based or chat-based product experiences. - Experience with ticketing or service-management workflows such as Jira Service Management. - Experience with analytics, reporting, and product performance data. - Experience with AI-enabled products or knowledge-grounded experiences in production. Location, Time & Engagement - Contractor role. - 40 hours per week. - Remote role open to LATAM-based candidates. - Must be able to support CST to EST business-hour alignment. - Engagement expected through March 31, 2027.