✦ Luna Orbit — Product Management

Principal IT Product Manager-AI Support

at Palo Alto Networks

📍 Office - USA - CA - Headquarters Unknown Posted April 02, 2026
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Position Details

Type Full-Time
Experience lead
Exp. Years 12+ years
Education Bachelor’s or Master’s degree in Computer Science, Engineering, Business or a related field with a strong emphasis on AI/ML.
Category Product Management

About this role

Senior Product Manager responsible for defining and delivering an AI-first IT CX platform. Own the lifecycle from ideation to delivery, including AI integration for Salesforce Service Cloud, Omnichannel, KCS, and knowledge management.

Key Responsibilities

  • ['Own the strategy and delivery for an AI-first customer support platform', 'Define epics and detailed user stories; manage product backlog', 'Govern cross-functional stakeholders to align vision and execution', 'Track KPIs and ROI; present business cases to executives', 'Lead knowledge management and self-service strategy (KCS)']

Technical Overview

Experience with Salesforce Service Cloud, Omnichannel, KCS, AI integration, Agile/Scrum, ROI analysis, VoC analytics; cross-functional leadership across IT, R&D, and Sales.

Ideal Candidate

The ideal candidate is a senior product manager with a strong background in AI-enabled IT customer support platforms, specifically Salesforce Service Cloud and Omnichannel. They should have 12+ years in technology product management, deep knowledge of KCS, and the ability to drive AI integration, roadmaps, and cross-functional governance while communicating effectively to executives.

Must-Have Skills

Salesforce Service CloudOmnichannelKnowledge-Centered Service (KCS)AI integrationRoadmap & EpicsUser storiesAgile/ScrumROIData-driven decision makingVoC analytics

Nice-to-Have Skills

MBAKCS certificationExperience with IT CX platforms

Tools & Platforms

Salesforce Service CloudSalesforceSFDCOmnichannel

Required Skills

Salesforce Service CloudOmnichannelKCSKnowledge-Centered ServiceVoC analyticsAI integrationRoadmap & EpicsUser storiesAgile/ScrumROIData-driven decision making

Hard Skills

Salesforce Service CloudOmnichannelKnowledge-Centered Service (KCS)AI integrationRoadmap & EpicsUser storiesAgile/ScrumROIData-driven decision makingVoC analyticsCross-functional governanceExecutive communication

Soft Skills

communicationleadershipinfluencecollaborationpresentationstakeholder management

Industry & Role

Industry Cybersecurity
Job Function Define and execute the AI-first IT CX product strategy and lifecycle
Role Subtype Product Manager
Tech Domains Salesforce, Sales Cloud, Omnichannel, Knowledge-Centered Service, AI/ML

Keywords for Your Resume

principal it product manageraisalesforce service cloudomnichannelkcsknowledge-centered servicevoc analyticsanalyticsroadmapepicsuser storiesagilescrumai integrationproduct roadmapcross-functional governanceexecutive communicationdata-drivenproduct ownershipcxcustomer experienceenterprise softwaresalesforceservice cloudSalesforce Service CloudOmnichannelKCSAI integrationProduct roadmapEpicsUser storiesAgileExecutive communicationROI

Deal Breakers

12+ years of Product Management in technology or IT CX, Deep Salesforce Service Cloud and Omnichannel expertise, Demonstrated ability to own and drive AI-integrated product roadmaps, Willingness to work on-site 3 days/week in Santa Clara HQ

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