Senior Digital Product Manager, AI
Amgen
Director, Post-Sales Strategy and Operations
Diligent
full-time
Posted on:
Location Type: Hybrid
Location: New York City • District of Columbia, New York • 🇺🇸 United States
Visit company websiteSalary
💰 $151,000 - $194,000 per year
Job Level
Lead
About the role
- Define and execute the vision, strategy, and roadmap for post-sales excellence, leveraging AI and automation to scale operations and optimize customer experience
- Partner with Professional Services and Support leadership in building a world-class, technology-enabled customer success organization
- Recommend, lead, and execute the Professional Services and Support strategy, embedding AI and automation into processes to drive scale and drive incremental GDR lifts
- Partner with leadership teams to reimagine the post-sales customer journey through AI-powered insights and personalized experiences
- Identify and realize business opportunities and process improvements across PS and Support teams (e.g., automation for workflows such as case routing and onboarding sequences)
- Establish automated dashboards to monitor business health and surface real-time recommendations for corrective action
- Work with partners to drive the Professional Services and Support annual planning process, including bottom-up target setting
- Introduce anomaly detection to proactively flag operational risks before they impact customer experience
- Attract, grow, and retain top talent, cultivating strategic, operational, AI literacy and data fluency across the team
- Champion a culture of innovation, experimentation, and continuous learning
- Follow a hybrid work model with onsite work at least 50% of the time if within commuting distance to a Diligent office
Requirements
- 10+ years of experience in a strategic, operations, and/or consulting role
- 5+ years managing high-performing teams
- Experience with Salesforce and OpenAir (and other PS tools)
- Hands-on expertise in applying AI/ML to transform workflows and decision-making in SaaS environments
- Strategic and Builder Mentality: Sharp analytical and problem-solving skills with a strong bias for action
- An AI Mindset: systems-thinking, automation, and applying design principles to solve operational challenges
- Data-First and Analytically Rigorous: ability to translate complex data into actionable business insights
- Cross-Functional Leadership: lead cross-functional teams and collaborate across Professional Services, Support, Customer Success, IT, Analytics
- Process Optimization: experience redesigning and scaling processes and automation
- Leadership and Communication Skills: engage with technical and non-technical stakeholders and communicate complex topics
- Adaptability & Execution: ability to thrive in a fast-paced, ever-changing environment
Benefits
- Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
- We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs
- We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
- Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education
- Reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures
- Drug free workplace and equal opportunity employer
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
AIautomationSalesforceOpenAirAI/MLSaaSprocess optimizationdata analysisanomaly detectiondashboard creation
Soft skills
strategic mindsetanalytical skillsproblem-solvingcross-functional leadershipcommunication skillsadaptabilityexecutioninnovationteam buildingcustomer experience focus
