Senior Product Manager

We are seeking an experienced Senior Product Manager to

lead the vision, strategy, and execution of an enterprise workflow management platform

supporting our client. This highly visible role will drive product innovation, stakeholder

engagement, and roadmap development to deliver user-centered solutions that streamline

service requests, incident resolution, and mission-critical operational workflows. The ideal

candidate brings deep product management expertise, a strong understanding of IT Service

Management (ITSM) principles, and a proven ability to translate complex business requirements

into scalable digital solutions. Working closely with business leaders, technical teams, security

stakeholders, and end users, the Senior Product Manager will champion product strategy,

prioritize initiatives based on measurable outcomes, and lead Agile delivery teams to

continuously improve platform capabilities and user experience.

Responsibilities

• Manage a product roadmap for a set of features from inception through implementation;

collect requirements, establish key performance metrics, craft the user experience, and

drive execution.

• Manage the end-to-end product strategy and roadmap for the platform

Product Manager

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Custom Software Systems, Inc. (CSS) – All rights reserved.

• Partner with teams to define and deliver core foundational workflows and capabilities for

ITSM

• Partner closely with business, IT, security and compliance teams to gather requirements

and translate them into clear product specifications and priorities

• Deeply understand user needs and pain points across different personas, and use that

insight to drive intuitive, scalable, and compliant solutions

• Lead discovery efforts including user research, journey mapping, and workflow design to

ensure solutions are usable and aligned with real world processes

• Balance short term delivery with long term platform strategy to support scalable solutions

• Define success metrics and continuously measure, iterate, and improve the product

based on usage data and user feedback

• Communicate product vision, progress, and tradeoffs clearly to both technical and non

technical stakeholders.

• Lead one or more multi-disciplinary agile delivery teams to deliver excellent new

products and/or iterations to existing products to meet user needs.

• Gather user requirements based on a communicable understanding of diverse audience

groups.

• Create effective, prioritized product descriptions and delivery plans to meet user needs

in a cost-effective way.

Required Qualifications

• Minimum ten (10) years of professional experience.

• Minimum six (6) years of direct product management experience. Three (3) of which are

managing enterprise platforms. Candidates with only program or project

management experience need not apply.

Citizenship

• US Citizenship

Knowledge, Skills & Abilities

• Proficiency in requirements gathering, data analysis and KPI driven prioritization and

decision making.

• Expertise in stakeholder management.

• Proficiency in user story writing and backlog management.

• Experience with Agile/Scrum delivery methodologies.

• Proven experience delivering user centric workflow management solutions and

experiences.

• Deep understanding of ITSM principles and frameworks.

• Experience managing helpdesk/service desk operations and workflows.

• Knowledge of change management and incident management processes.

• Experience working with ServiceNow.

• Experience managing the delivery, ongoing success, and continuous improvement of

one or more digital products and/or platforms.

Certificates

At least one of the following or its equivalent:

Product Manager

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Custom Software Systems, Inc. (CSS) – All rights reserved.

• ITIL 4 Foundation certifications

• Certified Product Manager

Education

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Data

Science, or another relevant discipline.

Compensation & Benefits 12

• Wage Range: Negotiable

• General Benefits: Custom Software Systems, Inc. offers our employees a competitive

benefits package that may include:

 Health insurance plans

 Health Savings Account (HSA)

 Dental

 Vision

 Long-term disability

 Short-term disability

 Basic term life insurance

 Supplemental term life insurance for employees, spouses, and dependents

 Simple IRA

 Parking/Commuting expense reimbursement

 Training/Education

Benefits

• health_insurance