Director, Product Management, AI Support
This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.
Job Description:Drive the vision, strategy, and execution of AI-powered support experiences that transform customer and agent interactions. Lead the development of intelligent capabilities leveraging AI tools and enabling predictive support, automated troubleshooting, knowledge recommendations, and autonomous issue resolution with driving adoption of the product AI tools as part of the support process.Partner closely with engineering, data science, UX, support operations, and customer success teams to identify customer pain points, define product requirements, and deliver scalable AI solutions that improve customer satisfaction, accelerate resolution times, increase support productivity, and reduce operational costs.Own the end-to-end product lifecycle, from customer discovery and roadmap prioritization to launch, adoption, and continuous optimization. Leverage customer insights, support analytics, and AI performance metrics to drive measurable business outcomes while ensuring responsible, secure, and trustworthy AI implementation.Key Responsibilities- Define and execute the AI support product strategy and roadmap.
- Execute on AI-powered support processes that improve CSAT, MTTR, reduce time to resolution, and case deflection.
- Drive adoption of generative AI, copilots, agent-assist, and autonomous support workflows.
- Align cross-functional teams from engineering, data science, UX, support operations, and customer success teams around customer outcomes and business value.
- Measure success through data-driven insights and continuous innovation.
Required Qualifications- Bachelor's degree or equivalent in computer science, engineering or related field of study. MBA or advanced degree in computer science or engineering preferred.
- 15+ years of work experience in related field.
- Proven ability to define and execute a business strategy that drives operational excellence & profit.
- 10+ years of product management, product strategy, or product leadership experience.
- Strong technology foundation and business acumen and understand the technology strategy in the market
- Experience defining product strategy, roadmaps, and measurable business outcomes for enterprise software or cloud-based solutions.
- Exceptional communication and executive presentation skills.
- Demonstrated experience leading people managers.
Preferred Qualifications - Experience leading AI, machine learning, generative AI, automation, or intelligent support product strategies at enterprise scale.
- Demonstrated experience leading through people managers and influencing senior cross-functional stakeholders across product, engineering, data science, UX, support operations, and customer-facing teams.
- Proven ability to drive large-scale digital, AI, or support transformation initiatives that improve customer experience, operational productivity, and business outcomes.
- Strong understanding of enterprise networking - WLAN-LAN-WAN and Support. Enterprise software, cloud platforms, SFDC is preferred.
- Track record of operating in complex, matrixed organizations and aligning teams around strategic priorities, roadmap trade-offs, and measurable outcomes.
What We Look For- A product leader who can translate AI, customer support, and business strategy into a clear product vision and executable roadmap.
- A customer-obsessed problem solver who understands support journeys, agent workflows, and opportunities to improve resolution speed, productivity, and customer satisfaction.
- A data-driven decision maker who uses customer insights, operational metrics, and AI performance indicators to prioritize investments and measure impact.
- A collaborative leader who can influence engineering, data science, UX, support operations, and customer success teams to deliver scalable outcomes.
- A responsible AI advocate who balances innovation with security, trust, governance, and enterprise readiness.
- A builder who thrives in ambiguity, drives adoption, and brings emerging AI capabilities into practical support experiences at scale.
What We Can Offer You:Health & WellbeingWe strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
Personal & Professional DevelopmentWe also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have - whether you want to become a knowledge expert in your field or apply your skills to another division.
Unconditional InclusionWe are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.
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Job:Engineering
Job Level:Director
"The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level.
- United States of America: Annual Salary USD 194,000 - 412,500 in California
The listed salary range reflects base salary. Variable incentives may also be offered."
Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html
