Principal Product Manager, CX AI – Automation

🔥 19 minutes ago

🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

✅ Product Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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F5

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔒 Cybersecurity

☁️ SaaS

🏢 Enterprise

💰 Post-IPO Equity on 2020-11

Cybersecurity • SaaS • Enterprise

F5 is a technology company that specializes in application services and security, enabling organizations to optimize, secure, and control their digital applications. They offer a range of solutions that enhance application performance, availability, and security across any cloud environment.

📋 Description

• Own the AI product strategy and roadmap for customer experience, aligned to measurable business outcomes • Map current-state customer journeys and underlying workflows, systems of record, handoffs, exception paths, and undocumented practices • Identify opportunities where agentic AI can restructure work, remove steps and friction, and determine what should remain human • Define target-state journeys using agents, retrieval, and language models, including human oversight • Establish quantified baselines and value cases before build commitments • Translate ambiguous business problems into rigorous product definitions, success criteria, scope, and exclusions • Act as the accountable owner for CX AI delivery decisions and consolidate fragmented initiatives under a common strategy • Establish and operate intake and approval paths for CX AI solutions • Define deployment standards covering evaluation, quality, human oversight, transparency, and rollback conditions • Own build-versus-buy and vendor decisions • Partner with Architecture, Data Engineering, Security, Risk, and Legal and Compliance on privacy, security, and responsible AI requirements • Maintain visibility into AI spend and unit economics and discontinue initiatives that do not justify continued investment • Drive the agentic roadmap as a dedicated parallel track while preserving foundational engineering commitments • Prototype independently and author precise technical requirements and specifications • Drive adoption across customer-facing teams and refine solutions based on production behavior • Report on adoption, operational efficiency, experience quality, and realized ROI • Codify reusable patterns and reference journeys • Establish AI proficiency roadmap and advance AI fluency across CX teams • Present strategy, trade-offs, and recommendations to executive leadership

🎯 Requirements

• Bachelor's or Master's degree in a business, technology, or analytical discipline, or an equivalent combination of education and experience • 10+ years of combined experience spanning AI or technology product management, software development, and customer-facing business functions or the systems supporting them • Hands-on software or application development experience, current enough to prototype and evaluate technical approaches independently • 4+ years in or supporting customer experience or go-to-market functions, including marketing, sales, revenue operations, deal desk, support, customer success, or partner operations • Demonstrated delivery of production generative AI or agentic solutions at enterprise scale, with measurable improvement in experience quality, cost, cycle time, or revenue • Practical command of contemporary AI patterns, including large language models, agents and multi-agent orchestration, retrieval-augmented generation, conversational AI, and intelligent document processing • Experience establishing governance, standards, or review processes for a technology domain, with evidence of adoption by teams that did not report to you • Working knowledge of the CX systems landscape, including CRM, CPQ, marketing automation, case and service management, knowledge and self-service platforms, and underlying data platforms • Demonstrated ability to re-architect business operations rather than optimize existing process • Deep understanding of the customer lifecycle and its operating models • Command of operational and experience measurement • Strong product judgment and ability to define measurable outcomes • Sufficient engineering depth to assess feasibility, challenge estimates, and prototype independently • Sound reasoning about agentic AI capabilities and limits, data dependencies, integration complexity, evaluation methodology, and cost drivers • Governance instinct balanced with pragmatism • Outstanding written communication • Executive presence across commercial, operational, and technical audiences • Strong influence without formal authority across functions and geographies

🏖️ Benefits

• F5 offers a variety of reasonable accommodations for candidates • Equal employment opportunity protections • Accommodation assessment during the application process