Product Manager III

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.

Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.

Why this role matters

At F5, our mission is to power and protect every appanywhere. As we scale SaaS and recurring revenue, our Customer Support and Experience platforms are mission critical. We're modernizing how customers get help: from AI-powered self-service and optimized case routing to agent experience and enterprise-grade compliance. Everything we do centers around people. That means we are obsessed with how to make the lives of our customers better. And it means we prioritize a diverse F5 community where everyone can thrive. In this role, you will combine domain expertise, PLG thinking, and practical AI know-how to deliver measurable business impact.

Position summary

F5 Digital is seeking a Product Manager III to lead strategic modernization of enterprise systems supporting Customer Support and Success Teams. The Product Manager III owns product strategy, roadmap, and day-to-day execution across:

• Customer Support platforms (MyF5, Salesforce Service Cloud, Case management, Knowledge management)
• Product-led growth initiatives that drive self-service adoption and operational efficiency

The ideal candidate is an end-to-end product leader who can balance strategic cloud roadmap planning with hands-on Agile execution, bringing expertise in AWS services, Salesforce platform architecture, cloud migration patterns, enterprise system integrations, and AI/ML driven automation to deliver scalable, secure, and cost-optimized cloud solutions.

Key Responsibilities

• Product Strategy & Roadmap
• Set long-term product strategy and roadmap for Customer Support and Success systems aligning to corporate OKRs and business partner priorities
• Partner closely with Customer Support, Success business, Digital Engineering, Security, and Product teams
• Define and Own product strategy for GTM Systems, cloud migration prioritization roadmap based on business value technical dependencies, risk, and ROI
• Product-Led Growth (PLG)
• Design PLG efforts across Customer Support and Success: in-product triggers, guided onboarding, self-service funnels, activation metrics, and growth experiments that increase adoption and reduce costly assisted support
• Drive measurable self-service adoption and case deflection
• Backlog Ownership and Agile Delivery
• Translate business requirements into Epics, Features, and User Stories with clear Acceptance Criteria
• Prioritize work based on business value, revenue impact, urgency, technical dependencies, and risk
• Lead sprint planning, backlog refinement, retrospectives, and execution cadence with engineering and stakeholders
• Facilitate biweekly demos to validate outcomes, gather feedback, and adjust priorities
• Maintain delivery predictability by managing scope and surfacing risks early
• Security, Compliance & Governance
• Partner with InfoSec and Compliance teams to ensure AWS deployments meet security standards (FedRAMP, GovCloud, SOC 2, ISO 27001)
• Design and Implement security best practice, compliance-as code and automated security controls
• Ensure proper identity federation, MFA, secrets management (AWS Secrets Manager/Parameter Store), and audit trails
• Establish cloud governance frameworks, cost allocation tags, and FinOps practices
• AI/ML Enablement
• Apply AI/ML concepts to identify opportunities for automation and intelligence within Customer Support and Success workflows
• Implement responsible AI practices with guardrails for data privacy, explainability, and bias mitigation classification, conversational assistants, and automated knowledge generation
• Partner with data, analytics, and architecture teams to define measurable outcomes and support responsible AI adoption
• Metrics, Analytics & Stakeholder Management
• Maintain accurate backlog, sprint, and release reporting in Azure DevOps or Jira
• Define, instrument, and own KPIs and dashboards: self-service deflection, CSAT, NPS, SLA compliance, MTTR, cost-per-ticket, feature adoption, time-to-first-response, points planned vs completed, throughput trends, and predictability
• Support Quarterly Business Reviews (QBRs) with delivery insights and use metrics to continuously improve execution, quality, and stakeholder trust
• Serve as the primary product point of contact for Manufacturing, Supply Chain, and Customer Support teams
• Evangelize product vision and influence executives and partners

What Success Looks Like

• Successful cloud migration of critical enterprise systems with zero or minimal business disruption
• Reduced average time-to-resolution and improved SLA compliance for priority customers
• Improved deployment velocity and developer productivity through cloud-native practices
• High stakeholder satisfaction across support, compliance, and engineering
• Roadmap execution with demonstrable business outcomes that map to corporate OKRs
• Established cloud operating model with FinOps, security, and governance frameworks

Required Qualifications

• 5+ years of progressive experience in Technical Product Management, Product Ownership, Business Systems, or IT delivery roles for enterprise environments
• Hands-on experience designing and shipping enterprise-scale systems: customer support/service experience systems and/or cloud migration and modernization projects
• Strong understanding of cloud core services; Compute (EC2, ECS, EKS, Lambda), Storage (S3, EBS, EFS), Database (RDS, Aurora, DynamoDB), Networking (VPC, CloudFront, Route 53), Security (IAM, KMS, GuardDuty)
• Experience with Salesforce platform architecture, Service Cloud configuration, and GTM tool integrations (e.g., Salesforce Sales Cloud, Marketing Cloud, or similar platforms)
• Proven Agile delivery leadership, including sprint planning, backlog refinement, stakeholder demos, and iterative delivery
• Proficiency with Azure DevOps or Jira for backlog, sprint, and release management
• Strong communication and facilitation skills with the ability to drive alignment across business and technology teams and translate complex technical concepts for executives
• Bachelor's degree in business, Information Systems, Computer Science, or equivalent experience

Preferred Qualifications

• Prior experience running cloud transformations or migrating support platforms at enterprise scale with a track record of successful product launches
• Demonstrated product-led growth experience: designing experiments, funnels, in-product nudges, and activation flows that drive adoption and retention
• Experience in scaled Agile environments with multiple scrum teams and shared dependencies
• Experience operating in regulated environments supporting government/commercial customers
• Certifications: Agile, Product Management, AWS, or relevant AI coursework
• Familiarity with CI/CD pipelines

Skills & Behaviors We Value

• Strategic thinker who pairs vision with rigorous execution
• Customer-obsessed with an operator's mindset - cares about outcomes and is comfortable iterating quickly
• Collaborative leader - who builds trust with business partners and technical teams
• Data-driven decision maker - uses metrics to prioritize, justify tradeoffs, and measure impact
• Pragmatic cloud advocate - understands trade-offs between lift-and-shift vs. modernization
• Risk manager proactively identifies and mitigates migration risks
• Launch excellence - orchestrates seamless rollouts that balance speed with change management and user adoption

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

The annual base pay for this position is: $120,000.00