Product Manager AI IT Support

🌟 Role OverviewWe are looking for a Product Manager to drive the continued evolution of HelpIQ, an AI-powered IT help experience integrated within Slack. This role will be instrumental in shaping the future of internal IT support, owning the product lifecycle end-to-end—from requirements and roadmap prioritization to rollout strategy and continuous iteration.You will play a key role in transforming HelpIQ into the primary entry point for IT support, leveraging AI to enhance efficiency, user experience, and operational outcomes.

🛠️ Key ResponsibilitiesOwn day-to-day product management, including backlog, requirements, and acceptance criteriaPartner closely with Engineering and Support Operations to enhance troubleshooting and service workflowsDefine success metrics and use data-driven insights to guide roadmap decisionsLead UAT, rollout planning, stakeholder communications, and product iterationsFacilitate bi-weekly product reviews with IT LeadershipTranslate user feedback and operational insights into prioritized product improvements

✅ Must-Have Experience5+ years of experience in Product ManagementProven experience owning AI-powered or agentic products in production (including prompt design and optimization)Strong expertise in roadmap ownership, prioritization, and agile deliveryExperience with internal platforms, workflow tools, or service-based productsStrong analytical skills with a track record of defining and measuring product successComfortable leveraging AI tools to improve productivity and workflowsExcellent communication skills with the ability to collaborate cross-functionally and engage executive stakeholders

⭐ Nice to HaveExperience with Slack or chat-based product environmentsFamiliarity with Jira Service Management or similar ticketing platformsBackground in AI-enabled or knowledge-based product experiencesExposure to IT support tools or employee productivity platformsExperience with AI agent platforms (e.g., Salesforce Agentforce or similar)Experience supporting global or multilingual rollouts, CSAT tracking, observability, or Support Operations