Databricks
Senior IT Product Manager (Customer Support)
Databricks, San Francisco, California, United States, 94199
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Overview
Sr. IT Product Manager
– Customer Support Automation. Located: Mountain View, CA. Reporting to the Senior Director of IT Product Management. Responsibilities
Define vision and strategy to enhance scalability and responsiveness of Customer Support, focusing on AI/ML solutions. Create product roadmap balancing short‑term automation goals with long‑term transformation across the Customer Support platform and its integrations with Marketing and GTM systems. Influence product strategy through deep customer service domain expertise and strong communication, working cross‑functionally with engineering, operations, and business teams. Streamline support workflows, automate case management, and simplify agent and customer experiences to reduce manual steps. Improve accuracy, consistency, and service quality using automation and data insights to handle inquiries and escalations efficiently. Pioneer innovative business workflows and Agentic AI solutions that empower support teams to deliver faster, more proactive, and personalized service experiences. Qualifications
7+ years of product management experience focused on B2B software, service operations tools, or customer support systems, plus bachelor’s degree (or 3 years with master’s degree, PhD, or equivalent). Deep understanding of Customer Support processes and metrics with expertise designing and implementing automation at scale. Strong technical foundation with modern automation and AI tools, process mining, and machine‑learning‑driven efficiency improvements. Proven ability to transform manual workflows into intelligent, automated systems that drive measurable gains in efficiency and satisfaction. Systems thinking: Understand interdependent workflows and how automation impacts the entire support lifecycle, ensuring a cohesive end‑to‑end experience. Excellent communication, collaboration, and stakeholder management skills for partnering with technical and non‑technical teams. Strong analytical and problem‑solving skills; translate business needs into practical technical solutions and drive continuous iteration. Experience developing technical roadmaps, evaluating emerging tools, and collaborating across global teams. Agentic AI solution experience focused on driving efficiency and improving customer support outcomes is strongly preferred. Pay Range Transparency
Zone 1 Pay Range: $133,000—$186,175 USD. Includes eligibility for annual performance bonus, equity, and the listed benefits. About Databricks
Databricks is the data and AI company. More than 10,000 organizations worldwide rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics, and AI. Databricks is headquartered in San Francisco, with global offices and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake, and MLflow. Benefits
Comprehensive benefits and perks that meet the needs of all employees. For specific details on the benefits offered in your region, please visit https://www.mybenefitsnow.com/databricks. Diversity and Inclusion
We are committed to fostering a diverse and inclusive culture where everyone can excel. Our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio‑economic status, veteran status, and other protected characteristics. Compliance
If access to export‑controlled technology or source code is required for performance of job duties, it is within Employer’s discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone. Equal Employment Opportunity
Databricks is an equal‑opportunity employer and is committed to providing a fair and equitable workforce. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio‑economic status, veteran status, and other protected characteristics.
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Sr. IT Product Manager
– Customer Support Automation. Located: Mountain View, CA. Reporting to the Senior Director of IT Product Management. Responsibilities
Define vision and strategy to enhance scalability and responsiveness of Customer Support, focusing on AI/ML solutions. Create product roadmap balancing short‑term automation goals with long‑term transformation across the Customer Support platform and its integrations with Marketing and GTM systems. Influence product strategy through deep customer service domain expertise and strong communication, working cross‑functionally with engineering, operations, and business teams. Streamline support workflows, automate case management, and simplify agent and customer experiences to reduce manual steps. Improve accuracy, consistency, and service quality using automation and data insights to handle inquiries and escalations efficiently. Pioneer innovative business workflows and Agentic AI solutions that empower support teams to deliver faster, more proactive, and personalized service experiences. Qualifications
7+ years of product management experience focused on B2B software, service operations tools, or customer support systems, plus bachelor’s degree (or 3 years with master’s degree, PhD, or equivalent). Deep understanding of Customer Support processes and metrics with expertise designing and implementing automation at scale. Strong technical foundation with modern automation and AI tools, process mining, and machine‑learning‑driven efficiency improvements. Proven ability to transform manual workflows into intelligent, automated systems that drive measurable gains in efficiency and satisfaction. Systems thinking: Understand interdependent workflows and how automation impacts the entire support lifecycle, ensuring a cohesive end‑to‑end experience. Excellent communication, collaboration, and stakeholder management skills for partnering with technical and non‑technical teams. Strong analytical and problem‑solving skills; translate business needs into practical technical solutions and drive continuous iteration. Experience developing technical roadmaps, evaluating emerging tools, and collaborating across global teams. Agentic AI solution experience focused on driving efficiency and improving customer support outcomes is strongly preferred. Pay Range Transparency
Zone 1 Pay Range: $133,000—$186,175 USD. Includes eligibility for annual performance bonus, equity, and the listed benefits. About Databricks
Databricks is the data and AI company. More than 10,000 organizations worldwide rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics, and AI. Databricks is headquartered in San Francisco, with global offices and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake, and MLflow. Benefits
Comprehensive benefits and perks that meet the needs of all employees. For specific details on the benefits offered in your region, please visit https://www.mybenefitsnow.com/databricks. Diversity and Inclusion
We are committed to fostering a diverse and inclusive culture where everyone can excel. Our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio‑economic status, veteran status, and other protected characteristics. Compliance
If access to export‑controlled technology or source code is required for performance of job duties, it is within Employer’s discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone. Equal Employment Opportunity
Databricks is an equal‑opportunity employer and is committed to providing a fair and equitable workforce. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio‑economic status, veteran status, and other protected characteristics.
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