Senior IT Product Manager (Customer Support)

GAQ226R253

Location: Mountain View, CA

At Databricks Information Technology, we are a product-led organization building enterprise applications that enable scalable, seamless growth.

We are seeking a dynamic Sr. IT Product Manager to lead end-to-end process automation across Customer Support, and closely partner with Go-to-Market (GTM) and Marketing teams. The successful candidate will drive the analysis, design, and implementation of solutions that maximize efficiency, productivity, and customer satisfaction within our global support organization. This role blends product management excellence with deep empathy for customer experience, operational systems, and service scalability.

You will report to the Senior Director of IT Product Management and play a key role in driving continuous improvement and digital transformation across the Customer Support function and beyond.

The impact you will have

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Define vision and strategy: Develop and execute the long-term vision and strategy to significantly enhance the scalability and responsiveness of the Customer Support organization. A core focus will be on identifying and implementing AI and ML solutions to improve customer experience, reduce resolution times, and transform support operations.

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Create product roadmap: Build and manage a strategic product roadmap that balances short-term automation goals with long-term transformation efforts across the Customer Support platform and its integrations with Marketing and GTM systems.

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Lead without authority: Influence the overall product strategy through deep customer service domain expertise and strong communication, working cross-functionally with engineering, operations, and business teams.

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Operational efficiency: Streamline support workflows, automate case management, and simplify agent and customer experiences. Reduce manual steps to improve speed, accuracy, and customer satisfaction.

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Quality and accuracy: Use automation and data insights to improve accuracy, consistency, and service quality. Ensure customer inquiries and escalations are handled efficiently and meet high operational standards.

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Next generation leader: Pioneer innovative business workflows and Agentic AI solutions that empower support teams to deliver faster, more proactive, and personalized service experiences.

What we look for

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7+ years of relevant experience as a product manager focused on B2B software, service operations tools, or customer support systems with a bachelor’s degree; or 3 years with a master’s degree; or a PhD in a related field; or equivalent work experience.

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Deep understanding of Customer Support processes and metrics, with expertise in designing and implementing automation at scale.

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Strong technical foundation with experience in modern automation and AI tools, process mining, and machine learning-driven efficiency improvements.

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Proven ability to transform manual, time-consuming support workflows into intelligent, automated systems that drive measurable gains in efficiency and customer satisfaction.

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Systems thinking: Understand interdependent workflows and how automation impacts the entire support lifecycle, ensuring a cohesive end-to-end experience for users and customers.

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Excellent communication, collaboration, and stakeholder management skills, with the ability to partner effectively with both technical and non-technical teams.

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Strong analytical and problem-solving skills; able to translate business needs into practical technical solutions and drive continuous iteration.

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Experience developing technical roadmaps, evaluating emerging tools, and collaborating across global teams.

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Agentic AI solution experience focused on driving efficiency and improving customer support outcomes is strongly preferred.

Pay Range Transparency

Databricks is committed to fair and equitable compensation practices. The pay range(s) for this role is listed below and represents the expected salary range for non-commissionable roles or on-target earnings for commissionable roles. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, relevant certifications and training, and specific work location. Based on the factors above, Databricks anticipates utilizing the full width of the range. The total compensation package for this position may also include eligibility for annual performance bonus, equity, and the benefits listed above. For more information regarding which range your location is in visit our page here.

Zone 1 Pay Range
$133,000—$186,175 USD

About Databricks

Databricks is the data and AI company. More than 10,000 organizations worldwide — including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 — rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake and MLflow. To learn more, follow Databricks on Twitter, LinkedIn and Facebook.

Benefits

At Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region, please visit https://www.mybenefitsnow.com/databricks.

Our Commitment to Diversity and Inclusion

At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics.

Compliance

If access to export-controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone.