Sr. Support Product Manager, Tooling and Ops

Job Description

Who we are

[REDACTED] (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At [REDACTED], we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

Working at [REDACTED] means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.

About the role:

The Support Tools Product team is responsible for defining the vision, roadmap, and user experience for our core Support tools to drive support experience.

As a Sr. Support Tools Product Manager, you’ll drive strategy, solve ambiguous and high-impact problems across multiple teams, and influence the long-term strategic direction of our sales technology stack. You will own a significant module of our core support tools, delivering substantial impact and contributing significantly to the company's GTM strategy and future.

This role is open to candidates residing in the United States.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact – helping to keep the lights on, get food into grocery stores, and most importantly, ensure workers return home safely.
• You have an innate curiosity about how businesses work: One day you’ll meet with someone in waste management, and the next you may be learning about the inner workings of a food distribution center. Our top sales team members seek to learn the ins and outs of the businesses they support in order to make a larger impact.
• You build genuine relationships with your customers: The industries we serve have relied on pen-and-paper solutions for years and haven’t been met with the type of technology we offer. Our customers value earned trust and human relationships built over time.
• You want to be with the best: [REDACTED]’s high-performance culture means you’ll be surrounded by the best and challenged to go farther than you have before.
• You are a team player: At [REDACTED], sales is a team sport. We help each other out by sharing best practices and focusing on winning as a team.

In this role, you will:

• Fully own the success of your tool(s) within [REDACTED]’s revenue stack. This includes:
  • Own the business-operations impact of the product - operational KPI governance and the operating-model changes each release drives.
  • Discovery: Lead deep user research to identify, document, and anticipate core customer support pain points and future GTM tooling needs.
  • Design: Draft comprehensive Product Requirements Documents (PRDs) and design artifacts (wireframes), ensuring alignment with business goals and automated workflows.
  • Build: Oversee feature execution and drive rigorous usability testing, collaborating with Support Ops, GTMS, Finance, Sales Ops, and AI + Data Analytics teams.
  • Launch: Coordinate all aspects of release, including change management, enablement programs, and documentation for seamless field adoption.
  • Adopt & Iterate: Own the product through ongoing operation and adoption - tracking product and operational KPIs to measure business impact and drive roadmap iterations.
• Champion, role model, and embed [REDACTED]’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices

Minimum requirements for the role:

• 5-8 years of Customer Support tooling experience in a fast-paced SaaS environment
• Bachelor's degree in a technical or business field, or equivalent practical work experience.
• AI Platform Experience: Proven experience managing AI support tools or LLM-based platforms (e.g., [REDACTED], [REDACTED], [REDACTED], or similar).
• Established subject matter expert in GTM tooling, with a history of delivering substantial impact across multiple tools
• Ability to translate complex customer and business problems into clear requirements and solutions.
• Experience with leveraging AI to solve high-impact business problems
• Analytical Skills: Ability to look at large datasets of conversation logs to identify patterns and root causes of technical failures.

The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience. Learn more about our total rewards and benefits below.

Annual Base Salary

$115,430—$174,600 USD

Total Rewards

At [REDACTED], we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time.

Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. If you’re ready to build for the long term and own the outcome, your journey starts here.

Flexible Working

At [REDACTED], we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.

Belonging at [REDACTED]

At [REDACTED], we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that [REDACTED] is a place where people from all backgrounds can make an impact.

Accommodations

[REDACTED] is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [REDACTED] or click here if you require any reasonable accommodations throughout the recruiting process.

Our Commitment to Authenticity

We use [REDACTED], a fraud detection tool, to validate the authenticity of applications and protect against identity fraud. This ensures we are connecting with real people and allows us to prioritize genuine candidates. Please see [REDACTED]’s Candidate Privacy Notice for more information.

Fraudulent Employment Offers

[REDACTED] is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in [REDACTED], [REDACTED] or [REDACTED]. For more information regarding fraudulent employment offers, please visit our blog post here.

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