Sr. Product Manager - Case Management & Agent Experience

Autodesk·Bengaluru·Onsite

Senior Product ManagerSaaSEnterprise

Experience

7+ years

Employment

Full Time

Work mode

Onsite

Level

Senior Product Manager

Location

Bengaluru

Posted

Today

About the role

Job Requisition ID #

26WD101159

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.

What you'll do

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

What you'll bring

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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