Product Manager III

F5•Seattle, WA

About The Position

At F5, the mission is to power and protect every app, anywhere. The company is scaling SaaS and recurring revenue, making Customer Support and Experience platforms mission-critical. F5 is modernizing how customers get help, from AI-powered self-service and optimized case routing to agent experience and enterprise-grade compliance. The company prioritizes a diverse F5 community where everyone can thrive. This role combines domain expertise, Product-Led Growth (PLG) thinking, and practical AI know-how to deliver measurable business impact. F5 Digital is seeking a Product Manager III to lead the strategic modernization of enterprise systems supporting Customer Support and Success Teams. This role involves owning product strategy, roadmap, and day-to-day execution across Customer Support platforms (MyF5 portal, Case management, Knowledge management, Omni-channel support) and Product-led growth initiatives that drive self-service adoption and operational efficiency. The ideal candidate is an end-to-end product leader capable of balancing strategic cloud roadmap planning with hands-on Agile execution, bringing expertise in AWS services, cloud migration patterns, enterprise system integrations, and AI/ML-driven automation to deliver scalable, secure, and cost-optimized cloud solutions.

Requirements

5+ years of progressive experience in Technical Product Management, Product Ownership, Business Systems, or IT delivery roles for enterprise environments
Hands-on experience designing and shipping enterprise-scale systems: customer support/service experience systems and/or cloud migration and modernization projects
Strong understanding of cloud core services; Compute (EC2, ECS, EKS, Lambda), Storage (S3, EBS, EFS), Database (RDS, Aurora, DynamoDB), Networking (VPC, CloudFront, Route 53), Security (IAM, KMS, GuardDuty)
Proven Agile delivery leadership, including sprint planning, backlog refinement, stakeholder demos, and iterative delivery
Proficiency with Azure DevOps or Jira for backlog, sprint, and release management
Strong communication and facilitation skills with the ability to drive alignment across business and technology teams and translate complex technical concepts for executives
Bachelor’s degree in business, Information Systems, Computer Science, or equivalent experience

Nice To Haves

Prior experience running cloud transformations or migrating support platforms at enterprise scale with a track record of successful product launches
Demonstrated product-led growth experience: designing experiments, funnels, in-product nudges, and activation flows that drive adoption and retention
Experience in scaled Agile environments with multiple scrum teams and shared dependencies
Experience operating in regulated environments supporting government/commercial customers
Certifications: Agile, Product Management, AWS, or relevant AI coursework
Hands-on experience with infrastructure-as-code (Terraform, CloudFormation, CDK)
Experience with containerization and orchestration (Docker, Kubernetes, ECS, EKS)
Familiarity with CI/CD pipelines
Experience implementing AWS Well-Architected Framework principles
Experience with AWS AI/ML services in production environments
Understanding of FinOps best practices and cloud cost optimization strategies

Responsibilities

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 cloud migration prioritization roadmap based on business value technical dependencies, risk, and ROI
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
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
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
Apply AI/ML concepts to identify opportunities for automation and intelligence within Customer Support and Success workflows
Implement 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
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