Job Description

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.

Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.

Why this role matters 

At F5, our mission is to power and protect every app—anywhere. As we scale SaaS and recurring revenue, our Customer Support and Experience platforms aremission criticalWe’remodernizing how customers get help: from AI-powered self-service and optimized case routing to agent experience and enterprise-grade compliance.Everything we do centers around people. That means weare obsessedwithhow to make the lives ofourcustomersbetter. And it means we prioritize a diverse F5 community where everyone can thrive.In this role, you will combine domainexpertise, PLG thinking, and practical AIknow-howto deliver measurable business impact.

F5 Digital is seeking a Product Manager III tolead strategic modernization of enterprise systems supportingCustomer Support and Success Teams The Product Manager III owns product strategy,roadmapand day-to-day execution across:

• Customer Support platforms(MyF5, Salesforce Service Cloud,Case management, Knowledge management)

• Product-led growth initiativesthat drive self-service adoption and operational efficiency

The ideal candidate is an end-to-end product leader who can balance strategic cloud roadmap planning with hands-on Agile execution, bringingexpertisein AWS services,Salesforce platform architecture,cloud migration patterns, enterprise system integrations, and AI/MLdriven automation to deliver scalable, secure, and cost-optimized cloud solutions.

Key Responsibilities

Product Strategy & Roadmap

• Set long-term product strategy and roadmap forCustomerSupport andSuccesssystemsaligning to corporate OKRs and business partner priorities

• Partner closely with Customer Support,Success business, Digital Engineering, Security, and Product teams

• Define andOwn product strategy forGTM Systems, cloud migrationprioritizationroadmap based on business value technical dependencies, risk, and ROI

Product-Led Growth (PLG)

• Design PLG efforts across CustomerSupport andSuccess: in-product triggers, guided onboarding, self-service funnels, activation metrics, and growth experiments that increase adoption and reduce costly assisted support

• Drive measurable self-service adoption and case deflection

Backlog Ownership and Agile Delivery

• Translate business requirements into Epics, Features, and User Stories with clear Acceptance Criteria

• Prioritize work based on business value, revenue impact, urgency, technical dependencies, and risk

• Lead sprint planning, backlog refinement, retrospectives, and execution cadence with engineering and stakeholders

• Facilitate biweekly demos tovalidateoutcomes, gather feedback, and adjust priorities

• Maintain delivery predictability by managing scope and surfacing risks early

Security, Compliance & Governance

• Partner with InfoSec and Compliance teams to ensure AWS deployments meet security standards (FedRAMP, GovCloud, SOC 2, ISO 27001)

• Design andImplement security best practice,compliance-as-codeand automated security controls

• Ensure proper identity federation, MFA, secrets management (AWS Secrets Manager/Parameter Store), and audit trails

• Establish cloud governance frameworks, cost allocation tags, and FinOps practices

AI/ML Enablement

• Apply AI/ML concepts toidentifyopportunities for automation and intelligence withinCustomerSupport and Successworkflows

• Implement responsible AI practices with guardrails for data privacy, explainability, and bias mitigationclassification, conversational assistants, and automated knowledge generation

• Partner with data, analytics, and architecture teams to define measurable outcomes and support responsible AI adoption

Metrics, Analytics & Stakeholder Management

• Maintainaccuratebacklog, sprint, and release reporting in Azure DevOps or Jira

• Define, instrument, and own KPIs and dashboards: self-service deflection, CSAT, NPS, SLA compliance, MTTR, cost-per-ticket, feature adoption, time-to-first-response, points planned vs completed, throughput trends, and predictability

• Support Quarterly Business Reviews (QBRs) with delivery insights and use metrics to continuously improve execution, quality, and stakeholder trust

• Serve as the primary product point of contact for Manufacturing, Supply Chain, and Customer Support teams

• Evangelize product vision and influence executives and partners

What Success Looks Like

• Successful cloud migration of critical enterprise systems with zero or minimal business disruption

• Reduced average time-to-resolution and improved SLA compliance for priority customers

• Improved deployment velocity and developer productivity through cloud-native practices

• High stakeholder satisfaction across support,compliance, and engineering

• Roadmap execution with demonstrable business outcomes that map to corporate OKRs

• Established cloud operating model with FinOps, security, and governance frameworks

Required Qualifications

• 5+years of progressive experience in Technical Product Management, Product Ownership, Business Systems, or IT delivery roles for enterprise environments

• Hands-on experience designing and shipping enterprise-scale systems: customer support/service experiencesystemsand/orcloud migration and modernization projects

• Strong understanding of cloud core services;Compute (EC2, ECS, EKS, Lambda), Storage (S3, EBS, EFS), Database (RDS, Aurora, DynamoDB), Networking (VPC, CloudFront, Route 53), Security (IAM, KMS,GuardDuty)

• Experience with Salesforce platform architecture, Service Cloud configuration, and GTM tool integrations (e.g., Salesforce Sales Cloud, Marketing Cloud, or similar platforms)

• Proven Agile delivery leadership, including sprint planning, backlog refinement, stakeholder demos, and iterative delivery

• Proficiencywith Azure DevOps or Jira for backlog, sprint, and release management

• Strong communicationand facilitation skills with the ability to drive alignment across business and technology teams and translate complex technical concepts for executives

• Bachelor’s degree in business, Information Systems, Computer Science, or equivalent experience

Preferred Qualifications

• Prior experience runningcloudtransformations or migrating support platforms at enterprise scalewitha track recordof successful product launches

• Demonstrated product-led growth experience: designing experiments, funnels, in-product nudges, and activation flows that drive adoption and retention

• Experience in scaled Agile environments with multiple scrum teams and shared dependencies

• Experienceoperatingin regulated environments supporting government/commercial customers

• Certifications: Agile, Product Management,AWS,or relevant AI coursework

• Familiarity with CI/CD pipelines

Skills & Behaviors We Value

• Strategic thinker who pairs vision with rigorous execution

• Customer-obsessed with an operator's mindset-cares about outcomes and is comfortable iterating quickly

• Collaborative leader-who builds trust with business partners and technical teams

• Data-driven decisionmaker-uses metrics to prioritize, justify tradeoffs, and measure impact

• Pragmaticcloudadvocate-understandstrade-offs between lift-and-shift vs. modernization

• Riskmanagerproactivelyidentifiesand mitigates migration risks

• Launchexcellence-orchestrates seamless rollouts that balance speed with change management and user adoption
  
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The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

The annual base pay for this position is: $120,000.00 - $180,000.00

F5 maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, geographic locations, and market conditions, as well as to reflect F5’s differing products, industries, and lines of business. The pay range referenced is as of the time of the job posting and is subject to change.

You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about F5’s benefits can be found at the following link: https://www.f5.com/company/careers/benefits F5 reserves the right to change or terminate any benefit plan without notice.

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com)

Equal Employment Opportunity

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. F5 offers a variety of reasonable accommodations for candidates Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting accommodations@f5.com