Sr. Product Manager - Case Management & Agent Experience
Autodesk · Posted Oct 7
3D design, engineering, architecture, and entertainment software solutions
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About the role
Autodesk builds software that helps innovators turn their ideas into reality across buildings, cars, factories, and media. This role sits with the support platform organization, owning Salesforce Case Management and the broader agent support experience. The Senior Product Manager will drive the Case Management strategy and roadmap, modernize agent workflows, define Salesforce integration patterns, and shape AI-assisted support and agent productivity capabilities with Engineering, Architecture, Operations, and other Product teams.
What you will do
- Own the product strategy and roadmap for Salesforce Case Management and the agent support platform
- Apply strong Salesforce Service Cloud expertise, especially around the case lifecycle, data model, agent workflows, ownership, transfer, escalation, and closure
- Define the end-to-end Case Management product contract, including what data Salesforce receives, stores, exposes, routes on, and reports on
- Drive the modernization of legacy case workflows and simplify fragmented or manual agent experiences
- Define reusable integration and workflow patterns across upstream and downstream systems instead of creating one-off solutions
- Partner closely with Engineering, Architecture, Routing, Taxonomy, and business teams to define MVPs, dependencies, acceptance criteria, and measurable outcomes
- Own prioritization and product tradeoffs across platform health, agent productivity, technical debt, and future Salesforce transformation
- Define where AI should assist agents and where deterministic workflows should remain in control
- Shape AI-assisted capabilities such as summarization, intent detection, sentiment signals, recommended actions, similar case suggestions, and guided troubleshooting
- Define data requirements, evaluation criteria, confidence thresholds, fallback behavior, and human-review guardrails
- Partner with Data, AI, Engineering, and Architecture teams to ensure AI capabilities are measurable, grounded, and production-ready
- Ensure AI outputs improve the actual Case Management workflow and agent experience rather than becoming isolated demos or creating additional noise
- Start with the customer or business problem and challenge vague solution requests before committing engineering capacity
- Make strong prioritization decisions and clearly distinguish true platform needs from incremental enhancements
- Define clear ownership boundaries across Case Management, routing, integrations, taxonomy, and business systems
- Bring recommendations, tradeoffs, and measurable outcomes to leadership rather than only presenting options
Skills used in this role
What the employer is looking for
- 7+ years of hands-on Product Management experience or equivalent domain experience
- Applies deep Product Management principles and strong Salesforce Service Cloud expertise to solve complex Case Management, agent workflow, and support platform problems
- Connects customer, agent, operational, technical, and business needs into a coherent product strategy and roadmap
- Uses data, customer insights, operational signals, and sound judgment to prioritize work and make decisions when information is incomplete
- Leads complex cross-functional initiatives across Product, Engineering, Architecture, Data, AI, Operations, and business teams without requiring day-to-day direction
- Identifies opportunities to simplify existing processes, retire unnecessary complexity, and create scalable platform capabilities instead of one-off solutions
- Acts as a trusted product partner to Engineering and Architecture while maintaining clear ownership of the problem, customer outcome, product requirements, and success measures
Benefits and support
- Annual cash bonuses
- Stock grants
About Autodesk
Autodesk is a global leader in 3D design, engineering, and entertainment software, providing solutions for architecture, engineering, construction, product design, and media creation. Its flagship products, such as AutoCAD, Revit, and Fusion 360, empower professionals across industries to imagine, design, and make a better world. As a pioneer in the space, the company continues to drive innovation through cloud collaboration, digital twins, and AI-powered design workflows.
- Industry
- Software
- Company size
- 10001+ employees
- Founded
- 1982
- Location
- San Francisco, California, USA
- Funding stage
- Public Company
Leadership
President and Chief Executive Officer
Executive Vice President and Chief Financial Officer
Executive Vice President and Chief Technology Officer
Executive Vice President and Chief Operating Officer
Chief Marketing Officer
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