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

United States·Pleasantonsenior

Other

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Quick Summary

Key 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.

Requirements Summary

10+ years in IT product management, business systems, or enterprise platform delivery. 5+ years managing cross-functional teams (e.g., Architects, Technical Product Owners,

Technical Tools

Other

We’re obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We’re in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you’ll do meaningful work with Workmates who’ve got your back. In return, we’ll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you’ve found a match in Workday, and we hope to be a match for you too.

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.

About the Role

~1 min read

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.

Responsibilities

~1 min read

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Strategy & Roadmap: 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.
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AI Innovation & Governance: 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
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Delivery Execution: 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.
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Team Leadership & Stakeholder Management: 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.
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Use data to uncover areas within the business to drive performance, unlock value and improve execution.
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Define and implement a scalable framework to track core business metrics related to the product.

Requirements

~1 min read

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

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.
Bachelor's degree in Computer Science, Information Systems, Business Administration, Engineering, or equivalent experience.

The annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday’s comprehensive benefits, please click here.

Primary Location: USA.CA.Pleasanton

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