Sr Principal Product Manager, Customer Zero

Workday•Pleasanton, CA

35d•$197,600 - $348,000•Hybrid

About The Position

The Sr Principal Product Manager, Customer Zero is the connective layer that keeps this three-way partnership moving. While WoW's product managers each own their own product's roadmap, this role does not own a single product area — it operates across all of them, functioning day-to-day as a program lead even though the title sits at the Product Manager level.

Requirements

12+ years of experience supporting SaaS and/or cloud-based enterprise software products at scale.
12+ years experience in product management, envisioning, defining, and delivering impactful enterprise products.
12+ years of experience delivery change agency, product orchestration and product transformation.
Experience in product or program management, ideally with exposure to both technical/engineering teams and business functions (HR, Finance, or Legal).
A track record of working across multiple product-owning teams without duplicating or overriding their ownership — building trust with peers who might otherwise see you as stepping on their turf.
Direct experience leading change enablement and adoption efforts — playbooks, training, launch communications, and adoption measurement — not just strategy and planning.
Strong facilitation and executive communication skills, with comfort designing and running multi-day cross-functional workshops and presenting to senior leadership.
The ability to translate messy, real-world feedback from internal users into structured, prioritized input that engineering and product teams can act on.
A bias toward transparency — willing to surface hard problems (bugs, delays, resourcing gaps) early and communicate them clearly across teams, including your own.
Bachelor’s degree in Computer Science or related field.

Nice To Haves

Master's degree highly preferred.

Responsibilities

Serve as the primary point of coordination between WoW's product managers, P&T's engineering and product teams (including Agent Factory), and business function leaders — ensuring each side has visibility into the others' priorities, blockers, and timelines.
Own the Customer Zero operating cadence — monthly executive updates, scorecards, and cross-functional workshops — that sits above and pulls together the individual roadmaps each WoW product manager separately owns.
Consolidate feedback surfaced by WoW's product managers and business users into structured, prioritized requests for P&T, making sure the right owning teams are looped in rather than working the same issue in parallel.
Lead/support major internal pilots and company-wide rollouts (e.g., new Sana releases), coordinating timing, eligibility, and change communications across WoW, P&T, and the business — without owning the underlying product.
Own change enablement and adoption for Customer Zero initiatives: build and drive enablement playbooks, run trainings and onboarding sessions, produce FAQs and pop-up communications at launch, and ensure Workmates actually adopt what's shipped — not just that it ships.
Act as a catalyst for change within our own team, pushing WoW/BT itself to adopt Customer Zero practices and mindsets — holding the team accountable to its own commitments (e.g., program updates, feedback triage), championing new tools and workflows internally before asking others to adopt them, and modeling the "customer zero" behavior we expect from the rest of the company.
Design and run multi-day cross-functional workshops bringing together P&T, WoW, and business stakeholders to stress-test product strategy, producing briefing documents that route findings and actions to the right owning team.
Represent Customer Zero in executive and customer-facing settings — town halls, CEO/CAB briefings — telling a unified story about the value of the partnership rather than any single product line.
Lead cross-functional technology evaluations (e.g., vendor PoCs), synthesizing input from WoW, P&T, security, and legal into a joint recommendation.
Communicate transparently across all three groups when product or service issues surface through internal usage, treating them as part of the shared Customer Zero learning loop