Principal Product Manager, CX AI – Automation

. Own the AI product strategy and roadmap for customer experience, aligned to measurable business outcomes .

Posted 10/9/2026full-timeRemote • Canada, United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in AI product strategy and customer experience optimization, with a strong focus on measurable business outcomes and the ability to translate complex business problems into actionable product definitions. Proficient in managing cross-functional teams and driving adoption of AI solutions while ensuring governance and operational efficiency.

Highest-signal resume keywords

AI Product ManagementGenerative AI SolutionsCustomer Experience StrategyCross-Functional CollaborationOperational Measurement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AI PatternsLarge Language ModelsPrototypingTechnical Requirements SpecificationGovernance StandardsBusiness Operations Re-architectureExperience MeasurementData DependenciesIntegration ComplexityEvaluation Methodology

Soft Skills

Outstanding Written CommunicationExecutive PresenceInfluence Without Formal Authority

Tools & Technologies

CRM SystemsCPQ SoftwareMarketing AutomationService Management PlatformsKnowledge Management SystemsSelf-Service Platforms

Industry Keywords

Customer LifecycleCX Systems LandscapeAgentic AIOperational EfficiencyBusiness Outcomes

About the role

Key responsibilities & impact

Own the AI product strategy and roadmap for customer experience, aligned to measurable business outcomes
Map current-state customer journeys and underlying workflows, systems of record, handoffs, exception paths, and undocumented practices
Identify opportunities where agentic AI can restructure work, remove steps and friction, and determine what should remain human
Define target-state journeys using agents, retrieval, and language models, including human oversight
Establish quantified baselines and value cases before build commitments
Translate ambiguous business problems into rigorous product definitions, success criteria, scope, and exclusions
Act as the accountable owner for CX AI delivery decisions and consolidate fragmented initiatives under a common strategy
Establish and operate intake and approval paths for CX AI solutions
Define deployment standards covering evaluation, quality, human oversight, transparency, and rollback conditions
Own build-versus-buy and vendor decisions
Partner with Architecture, Data Engineering, Security, Risk, and Legal and Compliance on privacy, security, and responsible AI requirements
Maintain visibility into AI spend and unit economics and discontinue initiatives that do not justify continued investment
Drive the agentic roadmap as a dedicated parallel track while preserving foundational engineering commitments
Prototype independently and author precise technical requirements and specifications
Drive adoption across customer-facing teams and refine solutions based on production behavior
Report on adoption, operational efficiency, experience quality, and realized ROI
Codify reusable patterns and reference journeys
Establish AI proficiency roadmap and advance AI fluency across CX teams
Present strategy, trade-offs, and recommendations to executive leadership

Requirements

What you’ll need

Bachelor's or Master's degree in a business, technology, or analytical discipline, or an equivalent combination of education and experience
10+ years of combined experience spanning AI or technology product management, software development, and customer-facing business functions or the systems supporting them
Hands-on software or application development experience, current enough to prototype and evaluate technical approaches independently
4+ years in or supporting customer experience or go-to-market functions, including marketing, sales, revenue operations, deal desk, support, customer success, or partner operations
Demonstrated delivery of production generative AI or agentic solutions at enterprise scale, with measurable improvement in experience quality, cost, cycle time, or revenue
Practical command of contemporary AI patterns, including large language models, agents and multi-agent orchestration, retrieval-augmented generation, conversational AI, and intelligent document processing
Experience establishing governance, standards, or review processes for a technology domain, with evidence of adoption by teams that did not report to you
Working knowledge of the CX systems landscape, including CRM, CPQ, marketing automation, case and service management, knowledge and self-service platforms, and underlying data platforms
Demonstrated ability to re-architect business operations rather than optimize existing process
Deep understanding of the customer lifecycle and its operating models
Command of operational and experience measurement
Strong product judgment and ability to define measurable outcomes
Sufficient engineering depth to assess feasibility, challenge estimates, and prototype independently
Sound reasoning about agentic AI capabilities and limits, data dependencies, integration complexity, evaluation methodology, and cost drivers
Governance instinct balanced with pragmatism
Outstanding written communication
Executive presence across commercial, operational, and technical audiences
Strong influence without formal authority across functions and geographies

Benefits

Comp & perks

F5 offers a variety of reasonable accommodations for candidates
Equal employment opportunity protections
Accommodation assessment during the application process