Principal Product Manager, CX AI & Automation

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.

Principal Product Manager, AI (Customer Experience) Position Summary We are seeking a Principal Product Manager, AI to serve as the agentic catalyst for our customer experience organization. This is not a role that administers a backlog. It is a strategic bridge between the business and the technology organization, accountable for re-architecting how the enterprise operates when generative and agentic AI are treated as first-class participants in the work.

The role establishes a single, technically grounded owner for CX AI delivery. Diffuse ownership today produces fragmented pilots, duplicated spend, and shadow AI adopted without evaluation, security review, or measurement. The incumbent consolidates that ownership, sets the standards by which CX AI solutions are built and approved, and becomes the accountable decision-maker for what gets built, bought, and stopped. The role also protects delivery velocity: scaling agentic workflows requires dedicated product leadership that carries the discovery, definition, and prototyping load itself, engaging core engineering deliberately rather than depleting bandwidth committed to foundational platform work.

Scope spans the full customer lifecycle, from first touch through renewal and advocacy. Go-to-market motions represent a substantial portion of that scope, alongside post-sale service, self-service and digital channels, and the internal workflows that determine whether the experience is consistent or fragmented. Success requires an uncommon blend of AI product management, hands-on software development, and domain expertise across customer-facing operations.

Primary Responsibilities Agentic Re-Architecture of the Customer Experience Own the AI product strategy and roadmap for CX, aligned to measurable business outcomes rather than a catalog of pilots. Map the current-state customer journey and the workflows behind it, including systems of record, cross-functional handoffs, exception paths, and undocumented practices. Identify where agentic AI restructures the work rather than accelerating it, covering decisions suitable for delegation, steps that can be eliminated, customer friction that can be removed, and activities that should remain human.

Define target-state journeys built around agents, retrieval, and language models, specifying where human oversight is retained and why. Establish quantified baselines and value cases across operational and experience measures ahead of any build commitment. Translate ambiguous business problems into rigorous product definitions covering outcomes, success criteria, scope, and explicit exclusions. Unified AI Governance for CX Delivery Act as the single accountable owner for CX AI delivery decisions, consolidating fragmented initiatives under a common strategy and standard.

Establish and operate the intake and approval path for CX AI solutions, replacing unmanaged shadow AI with a governed alternative teams prefer to use. Define the bar a solution must clear before deployment, including evaluation coverage, quality thresholds, human oversight, customer transparency, and rollback conditions. Own build-versus-buy and vendor decisions for CX AI capability, weighing capability, cost, risk, and time to value.

Partner with Architecture, Data Engineering, Security, Risk, and Legal and Compliance to satisfy data privacy, security, and responsible AI requirements by design. Maintain visibility into AI spend and unit economics across the portfolio, and discontinue initiatives that do not earn continued investment. Parallel-Track Delivery and Enablement Drive the agentic roadmap as a dedicated parallel track, engaging core engineering capacity deliberately and preserving foundational delivery commitments.

Prototype independently to prove concepts and de-risk approaches ahead of formal engineering investment. Author the requirements and technical specifications teams deliver against, at a precision that avoids…