At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.
Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.
Why this role matters
At F5, our mission is to power and protect every app—anywhere. As we scale SaaS and recurring revenue, our Customer Support and Experience platforms are mission critical. We’re modernizing how customers get help: from AI-powered self-service and optimized case routing to agent experience and enterprise-grade compliance. Everything we do centers around people. That means we are obsessed with how to make the lives of our customers better. And it means we prioritize a diverse F5 community where everyone can thrive. In this role, you will combine domain expertise, PLG thinking, and practical AI know-how to deliver measurable business impact.
Position summary
F5 Digital is seeking a Product Manager III to lead strategic modernization of enterprise systems supporting Customer Support and Success Teams. The Product Manager III owns product strategy, roadmap and day-to-day execution across:
Customer Support platforms (MyF5, Salesforce Service Cloud, Case management, Knowledge management)
Product-led growth initiatives that drive self-service adoption and operational efficiency
The ideal candidate is an end-to-end product leader who can balance strategic cloud roadmap planning with hands-on Agile execution, bringing expertise in AWS services, Salesforce platform architecture, cloud migration patterns, enterprise system integrations, and AI/ML driven automation to deliver scalable, secure, and cost-optimized cloud solutions.
Key Responsibilities
Product Strategy & Roadmap
Set long-term product strategy and roadmap for Customer Support and Success systems aligning to corporate OKRs and business partner priorities
Partner closely with Customer Support, Success business, Digital Engineering, Security, and Product teams
Define and Own product strategy for GTM Systems, cloud migration prioritization roadmap based on business value technical dependencies, risk, and ROI
Product-Led Growth (PLG)
Design PLG efforts across Customer Support and Success: in-product triggers, guided onboarding, self-service funnels, activation metrics, and growth experiments that increase adoption and reduce costly assisted support
Drive measurable self-service adoption and case deflection
Backlog Ownership and Agile Delivery
Translate business requirements into Epics, Features, and User Stories with clear Acceptance Criteria
Prioritize work based on business value, revenue impact, urgency, technical dependencies, and risk
Lead sprint planning, backlog refinement, retrospectives, and execution cadence with engineering and stakeholders
Facilitate biweekly demos to validate outcomes, gather feedback, and adjust priorities
Maintain delivery predictability by managing scope and surfacing risks early
Security, Compliance & Governance
Partner with InfoSec and Compliance teams to ensure AWS deployments meet security standards (FedRAMP, GovCloud, SOC 2, ISO 27001)
Design and Implement security best practice, compliance-as-code and automated security controls
Ensure proper identity federation, MFA, secrets management (AWS Secrets Manager/Parameter Store), and audit trails
Establish cloud governance frameworks, cost allocation tags, and FinOps practices
AI/ML Enablement
Apply AI/ML concepts to identify opportunities for automation and intelligence within Customer Support and Success workflows
Implement responsible AI practices with guardrails for data privacy, explainability, and bias mitigation classification, conversational assistants, and automated knowledge generation
Partner with data, analytics, and architecture teams to define measurable outcomes and support responsible AI adoption
Metrics, Analytics & Stakeholder Management
Maintain accurate backlog, sprint, and release reporting in Azure DevOps or Jira
Define, instrument, and own KPIs and dashboards: self-service deflection, CSAT, NPS, SLA compliance, MTTR, cost-per-ticket, feature adoption, time-to-first-response, points planned vs completed, throughput trends, and predictability
Support Quarterly Business Reviews (QBRs) with delivery insights and use metrics to continuously improve execution, quality, and stakeholder trust
Serve as the primary product point of contact for Manufacturing, Supply Chain, and Customer Support teams
Evangelize product vision and influence executives and partners
What Success Looks Like
Successful cloud migration of critical enterprise systems with zero or minimal business disruption
Reduced average time-to-resolution and improved SLA compliance for priority customers
Improved deployment velocity and developer productivity through cloud-native practices
High stakeholder satisfaction across support, compliance, and engineering
Roadmap execution with demonstrable business outcomes that map to corporate OKRs
Established cloud operating model with FinOps, security, and governance frameworks
Required Qualifications
5+ years of progressive experience in Technical Product Management, Product Ownership, Business Systems, or IT delivery roles for enterprise environments
Hands-on experience designing and shipping enterprise-scale systems: customer support/service experience systems and/or cloud migration and modernization projects
Strong understanding of cloud core services; Compute (EC2, ECS, EKS, Lambda), Storage (S3, EBS, EFS), Database (RDS, Aurora, DynamoDB), Networking (VPC, CloudFront, Route 53), Security (IAM, KMS, GuardDuty)
Experience with Salesforce platform architecture, Service Cloud configuration, and GTM tool integrations (e.g., Salesforce Sales Cloud, Marketing Cloud, or similar platforms)
Proven Agile delivery leadership, including sprint planning, backlog refinement, stakeholder demos, and iterative delivery
Proficiency with Azure DevOps or Jira for backlog, sprint, and release management
Strong communication and facilitation skills with the ability to drive alignment across business and technology teams and translate complex technical concepts for executives
Bachelor’s degree in business, Information Systems, Computer Science, or equivalent experience
Preferred Qualifications
Prior experience running cloud transformations or migrating support platforms at enterprise scale with a track record of successful product launches
Demonstrated product-led growth experience: designing experiments, funnels, in-product nudges, and activation flows that drive adoption and retention
Experience in scaled Agile environments with multiple scrum teams and shared dependencies
Experience operating in regulated environments supporting government/commercial customers
Certifications: Agile, Product Management, AWS, or relevant AI coursework
Familiarity with CI/CD pipelines
Skills & Behaviors We Value
Strategic thinker who pairs vision with rigorous execution
Customer-obsessed with an operator's mindset - cares about outcomes and is comfortable iterating quickly
Collaborative leader - who builds trust with business partners and technical teams
Data-driven decision maker - uses metrics to prioritize, justify tradeoffs, and measure impact
Pragmatic cloud advocate - understands trade-offs between lift-and-shift vs. modernization
Risk manager proactively identifies and mitigates migration risks
Launch excellence - orchestrates seamless rollouts that balance speed with change management and user adoption
#LI-HB1
The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.
The annual base pay for this position is: $120,000.00 - $180,000.00F5 maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, geographic locations, and market conditions, as well as to reflect F5’s differing products, industries, and lines of business. The pay range referenced is as of the time of the job posting and is subject to change.
You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about F5’s benefits can be found at the following link: https://www.f5.com/company/careers/benefits. F5 reserves the right to change or terminate any benefit plan without notice.
Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com).
Equal Employment Opportunity
It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting [email protected].
F5 Seattle, Washington, USA Office
801 5th Ave, Seattle, WA, United States, 98104
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