Product Manager - Workplace

This Product Manager owns all WorkPlace offerings that transform IT from reactive, ticket-based operations into automation-first, agentless, platform-centric outcomes. The PM must build services that deliver prevention over resolution, integrate with process discovery engines, and fuel Innovation Pods with backlog-ready opportunities tied to business KPIs.

Core Experience Requirements

• Deep domain knowledge in modern IT operations within a systems integrator or managed services provider.

• Experience deploying or managing agentless service desk models, virtual agents, and self-healing capabilities.

• Background in voice modernization and hybrid coexistence environments where CCaaS, CRM, ITSM, and collaboration platforms must work together.

• Experience with platform-based managed services, Evergreen IT, and automation-first operations.

Product & Strategy Capabilities

• Translate process discovery outputs into productized offerings and rapid-experimentation backlogs.

• Build value narratives anchored in ticket avoidance, MTTR reduction, reopen rates, policy compliance, and device/app health.

• Design services aligned to governance and regulatory expectations across industries.

• Create frameworks and proof-of-value models that deliver measurable outcomes in weeks.

Technical Competencies

• Agentless service desk: virtual agents, automated self-help flows, remediation engines.

• Self-healing IT: automated patching, policy-driven remediation, AIOps-based detection.

• Observability and analytics: predictive maintenance, anomaly detection, experience-level indicators.

• Infrastructure-as-code and platform rationalization.

• Voice modernization strategies aligned to IT platform consolidation.

Ideal Background Titles

• Product Manager, AIOps or IT Operations Modernization

• Product Manager, ITSM & Digital Experience

• Director of Automation-first Managed Services

• Head of Service Desk Transformation

• Platform-as-a-Service Offering Leader

Soft Skills / Behavioral Indicators

• Outcome-obsessed and fluent in experience-level measurement.

• Strong cross-functional leadership.

• Able to coach sellers and solution architects in value-based messaging.

• Bias toward automation-first designs.