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Technologent Logo Technologent · IT - Software Development

Senior Product Manager

United States, Phoenix Contract work · Job Posted June 17, 2026
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Job Description

We are seeking a Senior Product Manager to lead the transformation of how client's employees access and experience technology support services. This role will play a critical part in redefining service delivery by introducing modern, intuitive, and scalable digital solutions that enhance the overall colleague experience. As part of a high-impact team, you will drive strategic direction, shape service innovation, and influence how support capabilities evolve across a global enterprise. The ideal candidate brings strong product management expertise, a customer-first mindset, and the ability to translate complex needs into meaningful, high-value solutions.

Job Responsibility

  • Define and execute a comprehensive strategy for delivering technology support services to a global user base
  • Communicate product vision, roadmap priorities, and execution progress to senior leadership and key stakeholders
  • Engage directly with users to understand pain points, expectations, and behaviors to inform product decisions and roadmap direction
  • Collaborate with cross-functional teams including engineering, service delivery, and platform owners to identify improvement opportunities and implement new capabilities
  • Drive prioritization of initiatives that maximize user value while ensuring operational efficiency and service excellence
  • Develop and maintain product roadmaps, aligning features and enhancements with business goals and user needs
  • Partner with technical teams throughout the product lifecycle to ensure successful design, development, and delivery of solutions
  • Establish metrics and KPIs to measure service performance, user engagement, and overall impact, leveraging data to guide decision-making
  • Promote adoption and clearly articulate the value of service offerings across the organization
  • Ensure effective measurement frameworks and feedback mechanisms are in place to continuously improve service quality
  • Stay informed on emerging trends and innovations in customer support technologies, including AI-driven solutions, automation, and proactive service models
  • Identify and evaluate opportunities to enhance service capabilities and maintain a competitive, forward-looking support ecosystem

Requirements

  • Bachelor's degree in Computer Science, Engineering, or a related discipline
  • 5+ years of experience in product management, with a focus on digital platforms or service delivery solutions
  • Hands-on experience working with enterprise service management platforms, including strong familiarity with IT service workflows and modules
  • Proven ability to manage product roadmaps, backlogs, and feature prioritization aligned to business outcomes
  • Experience designing and optimizing multi-channel service experiences across platforms such as web, chat, mobile, and in-person support
  • Strong understanding of workflow automation, service optimization, and modern support technologies
  • Demonstrated ability to translate user insights into actionable product features and improvements
  • Excellent communication skills with the ability to influence stakeholders at all levels
  • Strong analytical and problem-solving skills with a data-driven approach to decision-making

Nice to have

  • Experience with process transformation initiatives or business process reengineering
  • Familiarity with AI-driven service solutions such as chatbots, virtual assistants, and predictive support models
  • Background in improving service delivery through automation and intelligent workflows
  • Exposure to enterprise-scale environments with complex stakeholder ecosystems
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