About This Role
This Senior Product Manager role within the Post Sales organization focuses on owning the product strategy and roadmap for technical services platforms and tools. These platforms are crucial for customer-facing developers and engineers, significantly enhancing their ability to resolve complex technical issues daily. The role involves partnering with Technical Services and Engineering leaders to define product vision, prioritize investments, and deliver scalable solutions that improve customer experiences, drive operational efficiency, and support business growth.
Responsibilities
- Modernize Technical Support platforms, including developer tooling, knowledge sharing, workforce planning, workflow automation, and optimization for technical support engineers
- Understand the end-to-end support user journey, including case creation and management, omni-channel case routing, prioritization, system integrations, and AI-driven proactive customer engagement
- Lead large-scale digital transformations and deliver custom solutions for complex business challenges
- Possess extensive knowledge of integration patterns across Salesforce Sales Cloud, Service Cloud, external support portals, developer tooling, and analytics platforms
- Understand post-sales milestones spanning Professional Services, Technical Support, and Solution Architects to design solutions that optimize the end-user experience
- Build and scale out-of-the-box technology solutions for Customer Support and Professional Services organizations
- Translate business strategy, stakeholder needs, and operational priorities into scalable, platform-based product capabilities on a product roadmap
- Partner with business and engineering leaders to provide sound judgment on product investments with enterprise architecture, security, governance, and platform standards
- Develop clear product requirements (PRDs), prioritize features, define measurable outcomes, and drive adoption through data-driven decision making
- Balance short-term business priorities with long-term platform strategy to maximize customer value, operational efficiency, and business impact
- Champion a product-led mindset by continuously incorporating customer feedback, operational insights, and market trends into product evolution
- Partner with Technical Services’ leaders and identify opportunities to transform the organization’s ways of working
- Represent the voice of the user, ensuring solutions address real operational challenges
- Communicate priorities, trade-offs, timelines, and progress clearly to stakeholders and leadership
- Build strong partnerships with engineering teams, architects, and external vendors
- Own and maintain the product backlog and roadmap, prioritizing work based on business impact and technical feasibility
- Collaborate closely with engineering teams in an Agile environment to plan and deliver product releases
- Balance new feature development with platform improvements and technical debt
- Ensure smooth product delivery by managing cross-team dependencies and aligning stakeholders
- Partner with enablement and change management teams to drive adoption of new capabilities
- Communicate product changes and new features across impacted teams
- Monitor KPIs and support incident or problem management when issues arise
Requirements
- 8+ years of Product Management experience in enterprise SaaS or cloud platforms
- Strong domain expertise in Technical Services & developer tooling and implementing solutions
- Experience building custom workflow applications, automation platforms, or AI-powered tools
- Deep knowledge of Sales and Service Cloud and customer lifecycle processes
- Experience working with telemetry, analytics, and customer health data
- Ability to partner effectively with engineering, operations, and business stakeholders
- Technical fluency building/deploying agents focused on Developers, Technical support engineering workflows
- Experience using product metrics and analytics to guide decisions
- Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience)
Benefits
- Equity
- Participation in the employee stock purchase program
- Flexible paid time off
- 20 weeks fully-paid gender-neutral parental leave
- Fertility and adoption assistance
- 401(k) plan
- Mental health counseling
- Access to transgender-inclusive health insurance coverage
- Health benefits offerings
Important Details
- Work locations: Austin, Seattle, Palo Alto, and New York
About the Company
MongoDB is built for change, empowering customers and people to innovate at the speed of the market. It has redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Its cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure. With offices worldwide and over 67,000 customers, including AI-native startups and approximately 75% of the Fortune 100, MongoDB powers the next era of software.
