Senior Manager, Product Management - Business Technology GTM | Customer Support

Workday•Pleasanton, CA

8d•Hybrid

About The Position

Workday's Business Technology GTM organization is building an AI-first support experience. Partnering closely with Workday’s Customer Experience (CX) team, we transform AI strategy into proactive self-service, smarter routing, faster issue resolution, and measurable outcomes for our enterprise customer support operations. The goal of this role is to define and lead teams to implement an end-to-end solution strategy across the Workday Customer Support value stream. This strategy will thread together Workday products, custom solution innovations and third-party technology to build a best-in-class solution, driving differentiated business value and delightful user experiences. This position is an essential member of the Leadership team, reporting to the Senior Director, Business Technology GTM. We are seeking a Senior Manager, Product Management, to own the AI product strategy, roadmap, and end-to-end delivery of our Customer Support business applications. This role spans the complete customer support lifecycle—from intake, triage, and SLA management to resolution, customer onboarding, and tenant lifecycle processes. You will guide technical design, backlog prioritization, and delivery quality while leading a cross-functional team of Architects, Technical Product Owners, Business Systems Analysts, and Developers in a SAFe Agile model.

Requirements

10+ years in IT product management, business systems, or enterprise platform delivery.
5+ years managing cross-functional teams (e.g., Architects, Technical Product Owners, Business Systems Analysts, Developers).
5+ years of experience owning product roadmaps, backlogs, and AI/LLM technology integrations.
5+ years of experience leading delivery within a SAFe or scaled Agile operating model.
Bachelor's degree in Computer Science, Information Systems, Business Administration, Engineering, or equivalent experience.

Nice To Haves

Experience in CRM Service Cloud platforms (e.g., Salesforce Service Cloud) and agentic AI patterns (orchestration, autonomous workflows, tool-calling).
Experience establishing AI quality frameworks, data governance, and responsible AI practices in enterprise environments.
Strong track record in executive stakeholder management, customer advisory programs, and human-centered design methodologies.

Responsibilities

Own the multi-year AI product roadmap aligned with enterprise support outcomes and business strategy.
Track key metrics including deflection, containment, resolution times, and CSAT.
Collaborate with Business Technology AI & Architecture to define frameworks for AI evaluation, quality, and responsible AI standards.
Partner with Architecture on build-vs-buy decisions.
Lead technical feasibility assessments, sprint planning, and backlog refinement for AI Pod development teams.
Co-own design documentation and backlog prioritization with the Business Process Owner.
Direct and mentor a multidisciplinary team.
Partner with executive leaders across Business Technology, CX, and Products & Technology to define and implement an innovative AI-first Customer Support strategy and roadmap.
Use data to uncover areas within the business to drive performance, unlock value and improve execution.
Define and implement a scalable framework to track core business metrics related to the product.