Job description
Description
Key Responsibilities
Product Lifecycle & Service Strategy
• Define and own the end-to-end service product strategy for cloud-native offerings (e.g., Kubernetes, storage platforms, virtualization).
• Design scalable onboarding, deployment, and support models for cloud-based products.
• Collaborate with engineering and operations to ensure services are reliable, observable, and easy to maintain.
• Develop service KPIs, SLAs, and SLOs in alignment with customer expectations and business objectives.
Cross-Functional Collaboration
• Work closely with engineering, SRE, support, sales engineering, and customer success to ensure serviceability and support readiness.
• Serve as the voice of the customer during product planning and incident reviews.
• Lead creation of service documentation, onboarding playbooks, and runbooks for internal teams.
Customer Experience & Enablement
• Partner with CX teams to monitor and improve the customer journey from activation through long-term adoption.
• Incorporate feedback from client engagements, support tickets, and usage metrics to continuously improve service offerings.
• Coordinate launch readiness across internal stakeholders including training, documentation, and success criteria.
Service Innovation
• Identify gaps in current offerings and propose new service products, tiers, or capabilities.
• Stay abreast of cloud technology trends and ensure service design evolves with the product roadmap.
What We Offer
• Competitive compensation and equity packages.
• Flexible working hours and remote-first culture.
• Opportunity to shape services at the core of next-gen cloud infrastructure.
• Collaborative and inclusive team environment.
Requirements
Required Qualifications
• Bachelor’s degree in Computer Science, Engineering, or related field (Master’s preferred).
• 10+ years of experience in product management, service management, or technical program management roles.
• Strong understanding of cloud-native technologies, including Kubernetes, cloud storage, and virtualization platforms.
• Proven experience designing and scaling support models for SaaS, IaaS, or hybrid-cloud products.
• Familiarity with monitoring/observability tools (e.g., Prometheus, Grafana) and incident management best practices.
• Exceptional communication and stakeholder management skills.
• Hands-on background in DevOps, QA, or SRE is a plus.
• Experience working with enterprise customers and Fortune 500 service expectations.
• Knowledge of Red Hat OpenShift, KubeVirt, SUSE Harvester, or related cloud platforms.
• Experience with service design methodologies such as ITIL, SRE practices, or customer success frameworks.
