Sr. Product Manager - Case Management & Agent Experience

Sr. Product Manager - Case Management & Agent Experience

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Position Overview

We are looking for a Senior Product Manager to own Salesforce Case Management and the broader support platform experience. This role will drive the Case Management strategy and roadmap, modernize agent workflows, and define how Salesforce integrates with upstream and downstream systems.

Strong Salesforce Service Cloud and Case Management experience is essential, along with platform product thinking, integration knowledge, and the ability to make clear prioritization and ownership decisions. The role will also help shape AI-assisted support and agent productivity capabilities, working closely with Engineering, Architecture, Operations, and other Product teams.

Responsibilities

What You Will Own

• Own the product strategy and roadmap for Salesforce Case Management and the agent support platform
• Apply strong Salesforce Service Cloud expertise, especially around the case lifecycle, data model, agent workflows, ownership, transfer, escalation, and closure
• Define the end-to-end Case Management product contract, including what data Salesforce receives, stores, exposes, routes on, and reports on
• Drive the modernization of legacy case workflows and simplify fragmented or manual agent experiences
• Define reusable integration and workflow patterns across upstream and downstream systems instead of creating one-off solutions
• Partner closely with Engineering, Architecture, Routing, Taxonomy, and business teams to define MVPs, dependencies, acceptance criteria, and measurable outcomes
• Own prioritization and product tradeoffs across platform health, agent productivity, technical debt, and future Salesforce transformation

AI and Intelligent Support

• Define where AI should assist agents and where deterministic workflows should remain in control
• Shape AI-assisted capabilities such as summarization, intent detection, sentiment signals, recommended actions, similar case suggestions, and guided troubleshooting
• Define data requirements, evaluation criteria, confidence thresholds, fallback behavior, and human-review guardrails
• Partner with Data, AI, Engineering, and Architecture teams to ensure AI capabilities are measurable, grounded, and production-ready
• Ensure AI outputs improve the actual Case Management workflow and agent experience rather than becoming isolated demos or creating additional noise

Product Leadership Expectations

• Start with the customer or business problem and challenge vague solution requests before committing engineering capacity
• Make strong prioritization decisions and clearly distinguish true platform needs from incremental enhancements
• Define clear ownership boundaries across Case Management, routing, integrations, taxonomy, and business systems
• Bring recommendations, tradeoffs, and measurable outcomes to leadership rather than only presenting options

Minimum Qualifications

• 7+ years of hands-on Product Management experience or equivalent domain experience
• Applies deep Product Management principles and strong Salesforce Service Cloud expertise to solve complex Case Management, agent workflow, and support platform problems
• Connects customer, agent, operational, technical, and business needs into a coherent product strategy and roadmap
• Uses data, customer insights, operational signals, and sound judgment to prioritize work and make decisions when information is incomplete
• Leads complex cross-functional initiatives across Product, Engineering, Architecture, Data, AI, Operations, and business teams without requiring day-to-day direction
• Identifies opportunities to simplify existing processes, retire unnecessary complexity, and create scalable platform capabilities instead of one-off solutions
• Acts as a trusted product partner to Engineering and Architecture while maintaining clear ownership of the problem, customer outcome, product requirements, and success measures

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Learn More

About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.

When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!

Salary transparency

Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Belonging
We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/global-belonging

In-Person Onboarding and Identity Verification

This role may require in-person onboarding and/or in-person ID verification.

Experience Level

Senior Level