Senior Lead Digital Product Manager

Responsibilities

• Own customer-facing platform operational outcomes, from production readiness through steady-state execution and continuous improvement.
• Define and evolve customer-facing operational readiness, including support models, SLAs/SLOs, escalation paths, and consumption health signals.
• Act as the primary point of accountability for customer-impacting operational health, partnering with platform support teams for execution and delivery.
• Partner with incident management and support teams to ensure effective post-incident reviews, stakeholder communications, and systemic remediation.
• Proactively identify cross-platform operational dependencies across models, data pipelines, APIs, infrastructure components, and third-party vendors.
• Lead enterprise-wide resiliency initiatives focused on availability, fault tolerance, recovery, and operational stability of AI services.
• Drive cross-functional execution across product, engineering, infrastructure, security, risk, compliance, and vendor partners.
• Ensure AI services meet high standards for reliability, scalability, security, and operational readiness, aligned to customer and business impact.
• Lead large, complex, cross-functional technical programs from strategy and planning through execution, launch, and operationalization.
• Break down ambiguous and complex problem spaces into executable work streams, milestones, and measurable outcomes.
• Anticipate and proactively manage risks, trade-offs, and bottlenecks before they impact platform stability or customer experience.
• Drive with urgency and foresight, balancing near-term delivery with long-term platform sustainability, resiliency, and technical excellence.
• Unblock stalled progress proactively by clarifying priorities, anticipating risks and patterns, mobilizing the right resources, and enabling fast, high-quality decisions.
• Continuously simplify, automate, and scale operations by leveraging trends, insights, and systemic learnings to improve customer experience, platform resiliency, and operational rigor.
• Partner closely with engineering teams to understand system architecture, dependencies, and technical constraints.
• Translate complex technical concepts into clear, actionable narratives for non-technical and executive stakeholders.
• Ensure programs meet high standards for reliability, scalability, security, and operational excellence.
• Define and track customer-centric platform health metrics, including adoption readiness, stability signals, and experience trends.
• Produce executive-ready updates, reporting, and insights to inform leadership decisions and investment prioritization.
• Strengthen confidence among business and technology leaders in the platform’s ability to scale enterprise-wide.

• 7+ years of digital product management experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, or education.
• 3+ years across product/solution management, program delivery, or technical product ownership for AI/ML platforms, distributed systems, cloud platforms, APIs, data platforms, or similar domains.
• 2+ years of proven experience acting as an owner for customer-facing operational outcomes across cross-functional teams.
• Experience operating AI/ML, data, or platform services in production enterprise environments.
• Familiarity with GenAI and agentic AI systems, including model lifecycle and operational dependencies.
• Experience working in regulated environments with strong governance, security, and compliance requirements.
• Working knowledge of cloud-native platforms (GCP or Azure), container orchestration, and observability tooling.
• Experience defining and reporting platform health, resiliency, and readiness metrics.
• Technical background in engineering, computer science, or a related discipline.