Director, Product Management, AI Support

Hewlett Packard Enterprise • Cupertino, CA

19h • Hybrid

About The Position

This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office. Who We Are: Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE. Job Description: Drive the vision, strategy, and execution of AI-powered support experiences that transform customer and agent interactions. Lead the development of intelligent capabilities leveraging AI tools and enabling predictive support, automated troubleshooting, knowledge recommendations, and autonomous issue resolution with driving adoption of the product AI tools as part of the support process. Partner closely with engineering, data science, UX, support operations, and customer success teams to identify customer pain points, define product requirements, and deliver scalable AI solutions that improve customer satisfaction, accelerate resolution times, increase support productivity, and reduce operational costs. Own the end-to-end product lifecycle, from customer discovery and roadmap prioritization to launch, adoption, and continuous optimization. Leverage customer insights, support analytics, and AI performance metrics to drive measurable business outcomes while ensuring responsible, secure, and trustworthy AI implementation.

Requirements

• Bachelor's degree or equivalent in computer science, engineering or related field of study.
• 15+ years of work experience in related field.
• Proven ability to define and execute a business strategy that drives operational excellence & profit.
• 10+ years of product management, product strategy, or product leadership experience.
• Strong technology foundation and business acumen and understand the technology strategy in the market
• Experience defining product strategy, roadmaps, and measurable business outcomes for enterprise software or cloud-based solutions.
• Exceptional communication and executive presentation skills.
• Demonstrated experience leading people managers.

Nice To Haves

• MBA or advanced degree in computer science or engineering preferred.
• Experience leading AI, machine learning, generative AI, automation, or intelligent support product strategies at enterprise scale.
• Demonstrated experience leading through people managers and influencing senior cross-functional stakeholders across product, engineering, data science, UX, support operations, and customer-facing teams.
• Proven ability to drive large-scale digital, AI, or support transformation initiatives that improve customer experience, operational productivity, and business outcomes.
• Strong understanding of enterprise networking – WLAN-LAN-WAN and Support.
• Enterprise software, cloud platforms, SFDC is preferred.
• Track record of operating in complex, matrixed organizations and aligning teams around strategic priorities, roadmap trade-offs, and measurable outcomes.

Responsibilities

• Define and execute the AI support product strategy and roadmap.
• Execute on AI-powered support processes that improve CSAT, MTTR, reduce time to resolution, and case deflection.
• Drive adoption of generative AI, copilots, agent-assist, and autonomous support workflows.
• Align cross-functional teams from engineering, data science, UX, support operations, and customer success teams around customer outcomes and business value.
• Measure success through data-driven insights and continuous innovation.

Benefits

• Health & Wellbeing: We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
• Personal & Professional Development: We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
• Unconditional Inclusion: We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

What This Job Offers

• Job Type: Full-time
• Career Level: Director