Senior IT Product Manager (Customer Support)

DataBricks•San Francisco, CA

41d

About The Position

At Databricks Information Technology, we are a product-led organization building enterprise applications that enable scalable, seamless growth. We are seeking a dynamic Sr. IT Product Manager to lead end-to-end process automation across Customer Support, and closely partner with Go-to-Market (GTM) and Marketing teams. The successful candidate will drive the analysis, design, and implementation of solutions that maximize efficiency, productivity, and customer satisfaction within our global support organization. This role blends product management excellence with deep empathy for customer experience, operational systems, and service scalability. You will report to the Senior Director of IT Product Management and play a key role in driving continuous improvement and digital transformation across the Customer Support function and beyond.

Requirements

7+ years of relevant experience as a product manager focused on B2B software, service operations tools, or customer support systems with a bachelor's degree; or 3 years with a master's degree; or a PhD in a related field; or equivalent work experience.
Deep understanding of Customer Support processes and metrics, with expertise in designing and implementing automation at scale.
Strong technical foundation with experience in modern automation and AI tools, process mining, and machine learning-driven efficiency improvements.
Proven ability to transform manual, time-consuming support workflows into intelligent, automated systems that drive measurable gains in efficiency and customer satisfaction.
Systems thinking: Understand interdependent workflows and how automation impacts the entire support lifecycle, ensuring a cohesive end-to-end experience for users and customers.
Excellent communication, collaboration, and stakeholder management skills, with the ability to partner effectively with both technical and non-technical teams.
Strong analytical and problem-solving skills; able to translate business needs into practical technical solutions and drive continuous iteration.
Experience developing technical roadmaps, evaluating emerging tools, and collaborating across global teams.

Nice To Haves

Agentic AI solution experience focused on driving efficiency and improving customer support outcomes is strongly preferred.

Responsibilities

Define vision and strategy: Develop and execute the long-term vision and strategy to significantly enhance the scalability and responsiveness of the Customer Support organization. A core focus will be on identifying and implementing AI and ML solutions to improve customer experience, reduce resolution times, and transform support operations.
Create product roadmap: Build and manage a strategic product roadmap that balances short-term automation goals with long-term transformation efforts across the Customer Support platform and its integrations with Marketing and GTM systems.
Lead without authority: Influence the overall product strategy through deep customer service domain expertise and strong communication, working cross-functionally with engineering, operations, and business teams.
Operational efficiency: Streamline support workflows, automate case management, and simplify agent and customer experiences. Reduce manual steps to improve speed, accuracy, and customer satisfaction.
Quality and accuracy: Use automation and data insights to improve accuracy, consistency, and service quality. Ensure customer inquiries and escalations are handled efficiently and meet high operational standards.
Next generation leader: Pioneer innovative business workflows and Agentic AI solutions that empower support teams to deliver faster, more proactive, and personalized service experiences.

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