Product Manager - Customer Support Systems

Lab37•Pittsburgh, PA

25d•$165,000 - $195,000•Onsite

About The Position

Own the vision, strategy, and detailed product requirements for systems that enable Lab37 to support customers and field-deployed operations at scale. Translate customer, support-agent, and operational insights into a prioritized roadmap spanning self-service, automation, human workflows, case management, triage, and escalation.

Requirements

Bachelor's degree in Engineering, Computer Science, Business, Product Design, Operations, or a related field; MBA or equivalent business experience a plus.
7+ years of relevant experience, including 5+ years in product management for customer support technology, service operations, enterprise workflow, B2B SaaS, robotics, connected hardware/software, or similarly complex products.
Proven track record turning ambiguous customer, agent, and operational problems into shipped products and workflows with measurable impact.
Experience with service design and customer support platforms, including CRM or help-desk systems, knowledge management, omnichannel operations, incident management, or field-service workflows.
Experience applying AI and automation to self-service, classification, routing, agent assistance, knowledge management, or safe remediation with appropriate human oversight.
Highly analytical mindset, comfortable using support data, customer feedback, telemetry, service-level and quality metrics, operational data, and financial inputs to drive evidence-based decisions.
Strong systems-thinking ability across case management, knowledge, automation, data, APIs, integrations, connected hardware/software, third-party platforms, and human workflows.
Exceptional written and verbal communication skills; able to influence without authority and translate complex technical or operational issues into clear priorities and decisions.

Nice To Haves

MBA or equivalent business experience a plus.

Responsibilities

Own and refine a multi-year customer support systems roadmap: Ground priorities in customer research, support data, operational needs, and Lab37's strategic goals.
Design a scalable, tiered support model: Define experiences and handoffs across self-service, automated resolution, frontline support, specialists, and Engineering or Field Service escalation.
Build intelligent intake, triage, and routing: Establish the issue taxonomy, severity model, ownership rules, and escalation paths across robotics, KDS, Otter, and related integrations.
Create automated and human-assisted support experiences: Deliver knowledge tools, guided diagnostics, agent assistance, and playbooks that recommend next steps and preserve context through every handoff.
Connect support workflows to system context: Bring telemetry, logs, configurations, order and integration status, and customer history into the tools used to diagnose and resolve issues.
Lead discovery and maintain product artifacts: Author PRDs, service blueprints, user stories, acceptance criteria, and success metrics informed by customers, operators, support agents, and field teams.
Define, monitor, and analyze KPIs: Measure customer experience, response and resolution time, first-contact resolution, self-service containment, routing accuracy, repeat issues, and cost to serve; translate patterns into root-cause improvements and roadmap priorities.