Senior Product Manager, AI Applications
MagicSchool AI
Job Level
Lead
Tech Stack
Cloud
About the role
- Build, mentor, and inspire a high-performing distributed team of Support Engineers, fostering a culture of excellence, accountability, and AI-driven innovation
- Lead AI-first transformations of support workflows and decision-making processes, embedding intelligent systems into daily operations to enhance speed, accuracy, and quality
- Own and optimize core support processes including ticket management, incident response and escalation procedures
- Establish and monitor performance metrics across the team ensuring high performance and efficient operations
- Ensure compliance with service level agreements and maintain high levels of customer retention
- Identify training and development needs for the technical support team and provide resources for professional growth
- Design and implement enterprise-grade support processes and service delivery models
- Act as a senior escalation leader during critical incidents, providing clear, calm, and strategic guidance to internal teams and customer executives
- Foster a positive and collaborative work culture within the technical support team, promoting teamwork and employee engagement
- Champion cross-functional alignment with Customer Success, Product, Engineering, and Professional Services to drive shared goals and frictionless customer experiences
- Drive strategic initiatives with senior leadership to evolve the vision, strategy, and operating model of the Technical Support function in an AI-first world
- 90-day goals: learn products, understand tools and workflows, review KPIs, build stakeholder relationships, identify quick wins, meet direct reports and cross-functional leaders
- 180-day goals: establish roles and expectations, introduce quality control, build robust onboarding, improve reporting and analytics, begin long-term support strategies
- 270-day goals: build a culture of accountability and continuous improvement, recognize top performers, and launch a roadmap for scaling support operations (automation, AI chatbots, knowledge management)
Requirements
- 5+ years of experience in technical support for enterprise software or SaaS platforms, with a strong emphasis on driving innovation through automation and AI
- 3+ years in leadership roles, with a proven ability to build and scale high-impact support organizations in fast-paced, AI-forward environments
- Proven ability to lead and develop organizations of 20+ employees including management of managers
- Demonstrated success building globally distributed, high-performing teams, with a focus on asynchronous collaboration, operational resilience, and intelligent tooling
- Exceptional communication skills, capable of distilling complex technical topics for both executive-level and technical audiences
- Deep expertise in enterprise SaaS platforms, cloud architectures, and complex B2B software solutions
- Demonstrated ability to develop and execute enterprise-level strategies with measurable business impact
- Authorization to work in the country where the job is located; Clutch cannot provide sponsorship or assist with obtaining work permits
- Position offered on a contractor basis
