Senior Product Manager owning retailer app and analytics tools for Instacart’s white - label grocery ecommerce platform. Driving enterprise product strategy, adoption, and data - powered growth.
About the role
- Principal Product Manager driving F5’s cybersecurity customer experience AI strategy. Re-architecting customer operations through agentic workflows, governance, automation, and measurable enterprise outcomes.
Responsibilities
- 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
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