Job Description

The Opportunity: 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.

• Role: Senior Product Manager
• Experience: 6 - 9 Years
• Work Location: Phoenix, AZ
• Project Duration: 12+ Months Contract

Key Responsibilities:

• 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.

Required Qualifications:

• 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.

Preferred Qualifications:

• 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.

What We’re Looking For:

• A strategic thinker with a strong focus on delivering exceptional user experiences.
• A product leader who can balance long-term vision with incremental value delivery.
• A collaborator who thrives in cross-functional environments and drives alignment across teams.
• A problem-solver who challenges existing processes and introduces innovative solutions.
• A strong communicator who can effectively present ideas and influence decision-making.
• A forward-looking professional who embraces emerging technologies and continuously seeks improvement opportunities.

Technologent is an Equal Opportunity Employer -- EEO/AA Employer/Vet/Disabled -- for reasonable accommodations, please contact us at hr@technologent.com

Technologent is a Global Provider of Edge-to-Edge℠ Information Technology Solutions and Services for Fortune 1000 and SMB companies. We offer a unique blend of business practices that are aligned to solve for top CIO concerns. Our core competencies focus on data center infrastructure, business continuity, data protection, service automation and orchestration, continuous intelligence, monitoring, connectivity, collaboration and cybersecurity. These practices are supported by our professional services, digital transformation services and financial services offerings. By providing custom solutions and services designed to fit your business needs, we enable your organization to be more agile, responsive and competitive. Technologent empowers your company to ascend to the next level in IT.

Headquartered in Irvine, CA, Technologent has offices throughout the US and proudly serves clients around the world. When partnering with Technologent, organizations benefit from the highest caliber of professionals, committed to delivering exceptional business outcomes backed by unmatched service and support.