Department Summary

Customer Success proactively manages IT customer satisfaction and loyalty, ensuring interactions meet customer needs and managing and resolving common customer inquiries and needs. Acts as the “front door” for ITS providing tiered support to handle the majority of common IT user needs including software, endpoint, and access inquiries. Provides service management expertise and program design including incident management, problem management, change management, asset management and inventory control, and knowledge management grounded in ITIL principles. Enables service excellence and a spirit of continuous improvement monitoring key performance factors such as customer satisfaction and customer service throughput and implementing process improvements.

Position Summary

The Product Manager, Customer Success Products & Services, will play a critical role in defining the product strategy and execution of Customer Success services across Customer Service, Endpoint Solutions, and IT Service Management (ITSM). This role will enable a cohesive portfolio of services and capabilities that support a broad range of functions including service delivery, endpoint lifecycle management, and IT service operations. This position is responsible for establishing and maturing product management practices within Customer Success, including intake, prioritization, and roadmap development, while ensuring alignment between customer needs, service capabilities, and delivery execution. The Product Manager will also translate services and technical capabilities into clear, consumable offerings to support campus understanding, adoption, and effective utilization.

Product Strategy

This role is responsible for co-defining product vision with Customer Success leadership to determine department strategy and roadmaps with a focus on the long-term success, adoption, and effectiveness of Customer Success services. The Product Manager brings the voice of the customer into roadmap development and prioritization, collaborating with key stakeholders to incorporate needs and convey a cohesive product and service vision across service areas.

Product Planning

The Product Manager is responsible for defining and establishing structured approaches to product intake, prioritization, and roadmap planning. This includes working with stakeholders, analysts, and technical teams to translate needs into clear, actionable work. In early stages, the role operates in a highly engaged, hands-on capacity with teams to guide backlog structure, prioritization, and work progression, establishing consistent practices where they do not yet exist. These practices are matured over time to support scalable and distributed ownership across teams.

Product Development

The Product Manager is accountable for guiding the successful delivery of the product and service lifecycle, designing sustainable financial/funding models for products in partnership with Customer Success leadership, working with development teams, product owners, and service leaders to ensure prioritized work is delivered securely, compliantly, and in alignment with customer needs. The role maintains a strong focus on human-centered design, ensuring services are accessible, usable, and aligned with campus expectations.

Customer and Stakeholder Management

The Product Manager is responsible for driving innovation and service excellence by working closely with cross-functional teams and stakeholders, understanding their needs, gathering user insights, and serving as a liaison between functional stakeholders and delivery teams. A key responsibility of this role is packaging and positioning services and capabilities into clear, well-defined offerings that support campus adoption and effective use.

Human-Centered Design & Product Insights

The Product Manager maintains a strong focus on building human-centered user experiences, ensuring accessibility and usability requirements are met. Additionally, this role defines and tracks product and service metrics related to adoption, customer satisfaction, and performance to inform data-driven decision-making and continuous improvement.

Qualifications

• Five Years Experience working in one or more of the following fields: information technology, application services, product services, computer science, computer information systems, or related field. (Required)
• Experience working in a project-based environment using leading project management practices including schedule management, status reporting, and communication of project risks and issues. (Required)
• Experience participating in activities to advance an inclusive environment that values equity, diversity, inclusion and belonging. (Required)
• Experience in complex higher education environments, serving academic and administrative functions of a large public university. (Preferred)
• Seven or more years Experience working in one or more of the following fields: information technology, application services, product services, computer science, computer information systems, etc. (Preferred)
• Advanced knowledge of Customer Success Product development concepts, practices, standards, and processes. (Required)
• Proven ability to identify key issues critical to the organization's long-range success of a desired product or service. (Required)
• Analytical mindset, with experience in data-driven decision-making and performance measurement. (Required)
• Proven track record of delivering successful products that meet user needs and drive value. (Required)
• Strong written and verbal communication skills and is able to communicate complex technical ideas to a diverse community of colleagues and stakeholders. Can relay technical information to audiences of technical and non-technical stakeholders. (Required)
• Able to establish and advance positive working relationships and a strong rapport with a diverse community of colleagues including team members, stakeholders, and customers. (Required)
• Advanced organizational skills and is able to balance competing priorities and deliver concurrent projects to various stakeholder types. (Required)
• Advanced problem-solving skills; ability to uncover root of difficult problems and scope solutions based on knowledge of available resources and timelines as well as awareness of vision and strategy. Seeks information from multiple and diverse sources to inform solutions. Demonstrated ability to mak (Required)
• Thinks creatively and introduces innovations such as the incorporation of new technologies or processes. Thrives in an ever-changing, fast-paced environment. (Required)

Education, Licenses, Certifications & Personal Affiliations

• Bachelor's Degree in one or more of the following fields: business administration, organization development, communication, or public administration, or related field or equivalent combination of experience/training. (Required)
• Certified Scrum Product Owner (Preferred)

Special Conditions for Employment

Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.

Schedule

8 a.m. to 5 p.m., Pacific Time, Monday-Friday and/or variable based on operational needs