Product Manager III

Responsibilities

• Product Strategy & Roadmap
• Set long-term product strategy and roadmap for Customer Support and Success systems aligning to corporate OKRs and business partner priorities
• Partner closely with Customer Support, Success business , Digital Engineering, Security, and Product teams
• Define and Own product strategy for GTM Systems, c loud migration prioritization roadmap based on business value technical dependencies, risk, and ROI
• Product-Led Growth (PLG)
• Design PLG efforts across Customer Support and Success: in-product triggers, guided onboarding, self-service funnels, activation metrics, and growth experiments that increase adoption and reduce costly assisted support
• Drive measurable self-service adoption and case deflection
• Backlog Ownership and Agile Delivery
• Translate business requirements into Epics, Features, and User Stories with clear Acceptance Criteria
• Prioritize work based on business value, revenue impact, urgency, technical dependencies, and risk
• Lead sprint planning, backlog refinement, retrospectives, and execution cadence with engineering and stakeholders
• Facilitate biweekly demos to validate outcomes, gather feedback, and adjust priorities
• Maintain delivery predictability by managing scope and surfacing risks early
• Security, Compliance & Governance
• Partner with InfoSec and Compliance teams to ensure AWS deployments meet security standards (FedRAMP, GovCloud, SOC 2, ISO 27001)
• Design and Implement security best practice , compliance-as- code and automated security controls
• Ensure proper identity federation, MFA, secrets management (AWS Secrets Manager/Parameter Store), and audit trails
• Establish cloud governance frameworks, cost allocation tags, and FinOps practices
• AI/ML Enablement
• Apply AI/ML concepts to identify opportunities for automation and intelligence within Customer Support and Success workflows
• I mplement responsible AI practices with guardrails for data privacy, explainability, and bias mitigation classification, conversational assistants, and automated knowledge generation
• Partner with data, analytics, and architecture teams to define measurable outcomes and support responsible AI adoption
• Metrics, Analytics & Stakeholder Management
• Maintain accurate backlog, sprint, and release reporting in Azure DevOps or Jira
• Define, instrument, and own KPIs and dashboards: self-service deflection, CSAT, NPS, SLA compliance, MTTR, cost-per-ticket, feature adoption, time-to-first-response, points planned vs completed, throughput trends, and predictability
• Support Quarterly Business Reviews (QBRs) with delivery insights and use metrics to continuously improve execution, quality, and stakeholder trust
• Serve as the primary product point of contact for Manufacturing, Supply Chain, and Customer Support teams
• Evangelize product vision and influence executives and partners
• What Success Looks Like
• Successful cloud migration of critical enterprise systems with zero or minim

Benefits

Additional Information

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation. Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive. Why this role matters At F5, our mission is to power and protect every app-anywhere. As we scale SaaS and recurring revenue, our Customer Support and Experience platforms are mission critical . We're modernizing how customers get help: from AI-powered self-service and optimized case routing to agent experience and enterprise-grade compliance. Everything we do centers around people. That means we are obsessed with how to make the lives of our customers better. And it means we prioritize a diverse F5 community where everyone can thrive. In this role, you will combine domain expertise , PLG thinking, and practical AI know-how to deliver measurable business impact. Position summary F5 Digital is seeking a Product Manager III to lead strategic modernization of enterprise systems supporting Customer Support and Success Team s . The Product Manager III owns product strategy , roadmap and day-to-day execution across: Customer Support platforms (MyF5, Salesforce Service Cloud, Case management, Knowledge management ) Product-led growth initiatives that drive self-service adoption and operational efficiency The ideal candidate is an end-to-end product leader who can balance strategic cloud roadmap planning with hands-on Agile execution, bringing expertise in AWS services, Salesforce platform architecture, cloud migration patterns, enterprise system integrations, and AI/ML driven automation to deliver scalable, secure, and cost-optimized cloud solutions.

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