Principal Product Manager, CX AI – Automation

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Take ownership of the AI product strategy and roadmap focused on enhancing customer experience, ensuring alignment with measurable business outcomes.

• Analyze current customer journeys, workflows, systems of record, handoffs, exception paths, and undocumented practices.

• Discover opportunities where agentic AI can optimize workflows, eliminate friction, and identify tasks that should remain human-driven.

• Develop target-state customer journeys utilizing agents, retrieval systems, and language models, ensuring human oversight is included.

• Establish quantified baselines and value cases prior to committing to builds.

• Convert vague business problems into detailed product definitions, success criteria, scope, and exclusions.

• Serve as the accountable leader for CX AI delivery decisions, consolidating disparate initiatives under a unified strategy.

• Create and manage intake and approval processes for CX AI solutions.

• Set deployment standards that encompass evaluation, quality assurance, human oversight, transparency, and rollback conditions.

• Manage decisions regarding build-versus-buy and vendor selection.

• Collaborate with teams in Architecture, Data Engineering, Security, Risk, and Legal and Compliance to address privacy, security, and responsible AI requirements.

• Maintain oversight of AI expenditures and unit economics, discontinuing projects that do not justify ongoing investment.

• Drive the agentic roadmap as a dedicated parallel initiative while maintaining foundational engineering commitments.

• Independently prototype and create precise technical requirements and specifications.

• Promote adoption among customer-facing teams and refine solutions based on actual production behavior.

• Report on adoption rates, operational efficiency, quality of experience, and realized return on investment (ROI).

• Codify reusable patterns and reference customer journeys.

• Develop an AI proficiency roadmap and enhance AI fluency within CX teams.

• Present strategy, trade-offs, and recommendations to executive leadership.

⛳️ Requirements

• Bachelor's or Master's degree in a business, technology, or analytical field, or an equivalent combination of education and experience.

• Over 10 years of combined experience in AI or technology product management, software development, and customer-facing business functions or their supporting systems.

• Practical experience in software or application development, current enough to independently prototype and assess technical approaches.

• At least 4 years of experience in or supporting customer experience or go-to-market functions, including marketing, sales, revenue operations, deal desk, support, customer success, or partner operations.

• Proven track record of delivering production-level generative AI or agentic solutions at enterprise scale, with measurable improvements in experience quality, cost, cycle time, or revenue.

• Solid understanding of contemporary AI patterns, such as large language models, agents and multi-agent orchestration, retrieval-augmented generation, conversational AI, and intelligent document processing.

• Experience in establishing governance, standards, or review processes within a technology domain, demonstrating adoption by teams outside of your direct management.

• Familiarity with the CX systems landscape, including CRM, CPQ, marketing automation, case and service management, knowledge and self-service platforms, and related data platforms.

• Proven ability to re-engineer business operations instead of merely optimizing existing processes.

• In-depth understanding of the customer lifecycle and its operating models.

• Expertise in operational and experience measurement.

• Strong product judgment and the capability to define measurable outcomes.

• Adequate engineering knowledge to evaluate feasibility, challenge estimates, and prototype independently.

• Insightful understanding of agentic AI capabilities and limitations, data dependencies, integration complexities, evaluation methodologies, and cost factors.

• A balance of governance instinct and practicality.

• Exceptional written communication skills.

• Executive presence with diverse audiences across commercial, operational, and technical domains.

• Ability to influence without formal authority across various functions and locations.

🏝️ Benefits

• F5 provides a range of reasonable accommodations for candidates.

• Equal employment opportunity protections are offered.

• Accommodation assessments are conducted during the application process.