Databricks · 1 month ago
Senior IT Product Manager (Customer Support)
San Francisco, California
Full-time
Onsite
Senior Level
$133K/yr - $186K/yr
7+ years expDatabricks is a data and AI company that provides a platform for organizations to unify and democratize data, analytics, and AI. They are seeking a Senior IT Product Manager to lead end-to-end process automation across Customer Support, focusing on enhancing efficiency, productivity, and customer satisfaction through innovative solutions.
AnalyticsArtificial Intelligence (AI)Data StorageInformation TechnologyMachine Learning
Responsibilities
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
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
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
Operational efficiency: Streamline support workflows, automate case management, and simplify agent and customer experiences. Reduce manual steps to improve speed, accuracy, and customer satisfaction
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
Next generation leader: Pioneer innovative business workflows and Agentic AI solutions that empower support teams to deliver faster, more proactive, and personalized service experiences
Qualification
Required
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
Deep understanding of Customer Support processes and metrics, with expertise in designing and implementing automation at scale
Strong technical foundation with experience in modern automation and AI tools, process mining, and machine learning-driven efficiency improvements
Proven ability to transform manual, time-consuming support workflows into intelligent, automated systems that drive measurable gains in efficiency and customer satisfaction
Systems thinking: Understand interdependent workflows and how automation impacts the entire support lifecycle, ensuring a cohesive end-to-end experience for users and customers
Excellent communication, collaboration, and stakeholder management skills, with the ability to partner effectively with both technical and non-technical teams
Strong analytical and problem-solving skills; able to translate business needs into practical technical solutions and drive continuous iteration
Experience developing technical roadmaps, evaluating emerging tools, and collaborating across global teams
Preferred
Agentic AI solution experience focused on driving efficiency and improving customer support outcomes is strongly preferred
Benefits
Eligibility for annual performance bonus
Equity
Comprehensive benefits and perks
Company
Databricks
Databricks is a data and AI platform that unifies data engineering, analytics, and machine learning on a lakehouse architecture.
5001-10000 employees
H1B Sponsorship
Databricks has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (385)
2024 (319)
2023 (227)
2022 (222)
2021 (166)
2020 (64)
Funding
Current Stage
Late StageTotal Funding
$25.81BKey Investors
Counterpoint GlobalFranklin TempletonAndreessen Horowitz
2025-12-16Series Unknown· $4B
2025-09-08Series Unknown· $1B
2025-01-13Debt Financing· $5.25B
Leadership Team
Ali Ghodsi
CEO and Co-founder
David Conte
Chief Financial Officer
Recent News
Crunchbase News
2026-01-09
2026-01-09
Company data provided by crunchbase