Senior Product Manager - IT Operations

About the role

What you'll do

• We are looking for a Senior Product Manager to lead critical areas of IT Operations and Incident Management. You will identify the customer and business problems that make incidents difficult to detect, resolve, and learn from—and turn those insights into focused product strategy and execution.
• This role will serve customers across both IT and Developer teams. You will work across the incident management journey, using a thoughtful combination of AI-powered and non-AI capabilities to improve customer outcomes, user experience, adoption, and business growth.
• Define and execute product strategy for high-impact areas within Incident Management, impacting both IT and Developer personas
• Identify customer pain points and business opportunities across Enterprise and SMB segments through customer research, product data, support insights, and market signals.
• Prioritize opportunities that improve incident outcomes while creating meaningful value for customers and the business
• Balance AI investments with reliable non-AI capabilities, including workflow improvements, automation, integrations, collaboration tools, reporting, and operational controls.
• Partner closely with Engineering, Design, Data Science, Research, Marketing, Sales, Support, and Customer Success to deliver high-quality experiences end to end.
• Engage directly with Enterprise and SMB customers to validate problems, test concepts, understand adoption barriers, and measure impact.
• Help JSM and Service Collection grow by increasing customer value, adoption, engagement, retention, and expansion within IT Operations.
• Impact you’ll have
• Better incident outcomes: Help customers reduce time to detect and resolve incidents.
• Stronger cross-functional collaboration: Enable IT and Developer teams to work together effectively during high-pressure events.

What you'll bring

• 10+ years of experience building and launching successful B2B or SaaS products as a Product Manager or equivalent.
• Strong customer empathy, for Enterprise and SMB, and a track record of turning complex customer problems into focused product strategies.
• Comfort operating in technically complex spaces and partnering closely with Engineering and Data Science.
• Practical understanding of AI-enabled product development, including when AI is appropriate and when deterministic experiences are better.
• Strong analytical skills and a focus on measurable outcomes, experimentation, adoption, and business impact.
• Excellent communication and stakeholder-management skills, with the ability to influence across teams and at senior levels.
• A bias toward action, strong product judgment, and the ability to make progress through ambiguity.
• Success in this role
• Success will mean building a clear, evidence-based strategy for specific areas within Incident Management; delivering experiences that customers trust during critical incidents; improving outcomes for both IT and Developer teams; and contributing to sustainable growth for the Service Collection.