About the position
As a Sr. Product Manager for Global Customer Support in IT, you will lead the team responsible for internal agent and Technical support engineering efficiency. This includes all tools, processes and systems used by our internal support teams. You will be responsible for innovating and building infrastructure that is critical to the success of our support offerings. You'll play a key role in disrupting the security industry and fundamentally changing how customers seamlessly access our security technology, resulting in a more secure digital environment. In addition to your own creativity, you will rely on interaction with customers and partners to understand the requirements and needs that they face in their environments on a day–to–day basis. You'll deliver product functionality for service providers that matches the level of innovation found throughout our organization. You think about products differently, facing difficult challenges, and innovating solutions never created before. You will be involved through all stages of the life cycle: conception, definition, development, release, and post–release activities.
Responsibilities
- Collaborating with Product, GCS operations, strategy, and IT teams to build product–related sales and marketing materials.
- Lead, manage, and mentor a team of product managers, providing guidance and fostering professional growth.
- Cultivate a collaborative and high-performing team environment to drive product innovation and success.
- Define and deliver critical components of our infrastructure.
- Work closely with all cross–functional teams to build and deliver innovation in the support landscape.
- Understand and write product requirements for features in coordination with peer product managers.
- Understand how all our security products work and identify what is needed for them to be successful in the cloud environment.
- Develop creative features in support of a product strategy to address emerging needs.
- Develop product roadmaps and services for supporting evolving PAN product and customer needs.
- Conduct market and customer analysis, requirements development, business case, collateral, pricing, product strategy, and product positioning.
- Effectively communicate with all invested areas of the organization, from engineering to sales.
- Willingness to travel to further customer engagement and relationship development.
- Anticipate future needs and work to get ahead of potential client needs or requirements.
- Feature prioritization and tradeoff decision–making.
Requirements
- 5-7 years experience leading people, and 8-12+ overall years of experience.
- Masters degree preferred.
- Significant experience managing, developing and coaching a high performing team.
- Domain expertise in IT, customer support and salesforce.
- Hands–on nature with a strong interest in technology products.
- Strong initiative and ability to work independently with limited direction.
- Experience in IT Product Management.
- Minimum 8+ years of product management or equivalent experience.
- Previous experience in ownership of full product life.
- Deep technical competence in product development, cloud environments or cybersecurity.
- Significant experience building and launching products/services for service providers.
- Excellent written and verbal communication skills.
Benefits
- FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees.
- Mental and financial health resources.
- Personalized learning opportunities.
- Restricted stock units and a bonus.
