Senior Product Manager - Managed Security Services (Onboarding)
About The Position
This role serves as a strategic bridge between Product Management and Engineering, responsible for translating vision into actionable plans that drive a seamless and scalable customer onboarding experience. The position focuses on operationalizing the customer onboarding journey, ensuring customers are effectively welcomed into the Arctic Wolf ecosystem through intuitive, self-service experiences that accelerate time to value and reduce operational dependencies. The individual partners closely with stakeholders across Product, Engineering, Customer Success, and Operations to prioritize initiatives, evaluate trade-offs, and maintain a clear, outcome-driven backlog. They are responsible for designing and evolving overall onboarding processes that incorporate both existing and newly acquired products into a unified customer experience while creating a flexible foundation that can readily scale to support future acquisitions and portfolio expansion. The successful candidate will influence all product line teams as well as directly support the various internal teams, both in customer success and technical support, and the tooling they need to help customers through the onboarding experience. The role requires a deep understanding of customer onboarding workflows, product integrations, customer outcomes, and operational metrics. The individual facilitates project kickoffs, defines requirements, ensures engineering documentation aligns with business objectives, and leverages telemetry and customer feedback to continuously optimize the onboarding experience. With strong organizational awareness, they track progress, identify risks and blockers, and drive cross-functional alignment to deliver a cohesive, scalable onboarding platform that improves customer adoption, engagement, and long-term success.
Requirements
- Deep understanding of customer onboarding workflows, product integrations, customer outcomes, and operational metrics.
- Experience collaborating with Engineering Managers, Tech Leads, and PJMs to run project kick-offs and facilitate project breakdowns, epic creation, and story sizing.
- Ability to gather detailed requirements for each project.
- Ability to keep a prioritized list of projects across involved teams, for the areas of responsibilities.
- Ability to answer questions about the cost of moving projects or inserting new ones.
- Experience participating in GL activities.
- Experience ensuring that all Jira and Aha! artifacts are up to date for in-flight projects and the proposed projects list is prioritized.
- Experience watching telemetry - usage and stats (including cost) - across projects.
- Ability to interpret the "so-what" and report with recommendations at staff meetings.
- Experience collaborating with Engineering Managers, Tech Leads, and PJMs to maintain the teams' backlog, verify that epics and stories are in correct priority, have sizing, have Acceptance Criteria, and are ready for grooming by the team.
- Ability to have a clear picture, and the details of current status and progress with charts, Jira, reports, etc. to prove it, for all projects in your purview.
- Ability to answer without hesitation what is on track and what is not, and why.
- Ability to identify latent demand for heavy lift items, which cause significant business problems, for consideration in future strategy sessions.
- Experience attending key ceremonies to answer questions, identify risks and blockers, escalate disruptions and issues (e.g. sprint kick-off, project kick-off, sizing and refinement - as necessary) as well as all team sprint demos and "accepts" the finished results.
- Ability to escalate any unexpected delays, blockers, non-prioritized asks from other teams, etc.
- Ability to help define product strategy for your area(s) of responsibility.
- Experience working with multiple affiliated teams within the Engineering Group (e.g. Platform (Data Platform, API Platform, Identity, Access Control), MSS (SOC, Concierge, Customer, GTO), MDR (Network, Cloud, Endpoint, Identity), etc.).
- Understanding the roadmap across teams and consequences of priority changes across the product area.
- Conducts duties and responsibilities in accordance with AWN’s Information Security policies, standards, processes, and controls to protect the confidentiality, integrity and availability of AWN business information (in accordance with our employee handbook and corporate policies).
- Background checks are required for this position.
- This position may require access to information protected under U.S. export control laws and regulations, including the Export Administration Regulations (“EAR”).
Nice To Haves
- Experience with Arctic Wolf's Aurora Platform.
- Experience with customer success and technical support tooling.
- Experience with existing and newly acquired products.
- Experience with future acquisitions and portfolio expansion.
- Experience with product integrations.
- Experience with customer outcomes.
- Experience with operational metrics.
- Experience with engineering documentation.
- Experience with telemetry and customer feedback.
- Experience with organizational awareness.
- Experience with cross-functional alignment.
- Experience with Jira and Aha! artifacts.
- Experience with sprint demos.
- Experience with sprint kick-off, project kick-off, sizing and refinement ceremonies.
- Experience with Platform (Data Platform, API Platform, Identity, Access Control), MSS (SOC, Concierge, Customer, GTO), MDR (Network, Cloud, Endpoint, Identity) teams.
Responsibilities
- Translating vision into actionable plans that drive a seamless and scalable customer onboarding experience.
- Operationalizing the customer onboarding journey.
- Ensuring customers are effectively welcomed into the Arctic Wolf ecosystem through intuitive, self-service experiences that accelerate time to value and reduce operational dependencies.
- Partnering closely with stakeholders across Product, Engineering, Customer Success, and Operations to prioritize initiatives, evaluate trade-offs, and maintain a clear, outcome-driven backlog.
- Designing and evolving overall onboarding processes that incorporate both existing and newly acquired products into a unified customer experience.
- Creating a flexible foundation that can readily scale to support future acquisitions and portfolio expansion.
- Influencing all product line teams as well as directly supporting the various internal teams, both in customer success and technical support, and the tooling they need to help customers through the onboarding experience.
- Facilitating project kickoffs, defining requirements, ensuring engineering documentation aligns with business objectives, and leveraging telemetry and customer feedback to continuously optimize the onboarding experience.
- Tracking progress, identifying risks and blockers, and driving cross-functional alignment to deliver a cohesive, scalable onboarding platform that improves customer adoption, engagement, and long-term success.
- Collaborating with Engineering Managers, Tech Leads, and PJMs to run project kick-offs and facilitate project breakdowns, epic creation, and story sizing.
- Gathering detailed requirements for each project.
- Keeping a prioritized list of projects across involved teams, for the areas of responsibilities.
- Answering questions about the cost of moving projects or inserting new ones.
- Participating in GL activities.
- Ensuring that all Jira and Aha! artifacts are up to date for in-flight projects and the proposed projects list is prioritized.
- Watching telemetry - usage and stats (including cost) - across projects.
- Interpreting the "so-what" and reporting with recommendations at staff meetings.
- Collaborating with Engineering Managers, Tech Leads, and PJMs to maintain the teams' backlog, verify that epics and stories are in correct priority, have sizing, have Acceptance Criteria, and are ready for grooming by the team.
- Having a clear picture, and the details of current status and progress with charts, Jira, reports, etc. to prove it, for all projects in your purview.
- Identifying latent demand for heavy lift items, which cause significant business problems, for consideration in future strategy sessions.
- Attending key ceremonies to answer questions, identify risks and blockers, escalate disruptions and issues (e.g. sprint kick-off, project kick-off, sizing and refinement - as necessary) as well as all team sprint demos and "accepts" the finished results.
- Escalating any unexpected delays, blockers, non-prioritized asks from other teams, etc.
- Helping define product strategy for your area(s) of responsibility.
- Understanding the roadmap across teams and consequences of priority changes across the product area.
- Earning respect and goodwill from the engineering teams and leadership.
Benefits
- Equity for all employees
- Flexible time off and paid volunteer days
- RRSP and 401k match
- Training and career development programs
- Comprehensive private benefits plan including medical, mental health, dental, disability, life and AD&D, and value-added services
- Robust Employee Assistance Program (EAP) with mental health services
- Fertility support and paid parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
