Product Manager, Customer Identity & Access Management; CIAM

The Customer Identity & Access Management (CIAM) Product Manager owns customer identity as a shared enterprise product, responsible for translating CIAM strategy and security architecture into clear roadmaps, prioritized backlogs, and delivered capabilities across IDEXX's customer-facing platforms. This role balances platform stability and operational support with long-term CIAM capability and security maturation, recognizing CIAM as a mission critical shared enterprise service.

This role sits within the Enterprise Customer Experience Systems organization and partners closely with Product, Engineering, Platform, and Information Security teams. The CIAM Product Manager works in close collaboration with the CIAM Security Architecture Lead within Information Security to ensure CIAM capabilities are delivered consistently, securely, and with a strong focus on customer and administrator experience.

The role is product management-led, with deep engagement in requirements, workflows, and systems analysis to ensure identity services scale effectively across multiple products and customer types.

• Own and balance the CIAM product roadmap across operational stability, enterprise initiatives, and longer-term security and capability maturation aligned with enterprise CIAM strategy
• Define product vision, goals, and success metrics for CIAM as a shared platform capability
• Prioritize initiatives based on customer impact, business value, and delivery feasibility

• Translate CIAM architecture and strategy into epics, features, user stories, and acceptance criteria
• Analyze and define end-to-end customer, administrator, and internal workflows related to authentication, access, and onboarding
• Document functional and non-functional requirements, dependencies, and system interactions

• Partner with UX and Product teams to deliver a cohesive customer identity experience across products
• Define requirements for customer self-service, customer administrator workflows, and internal support processes
• Balance usability, consistency, and scalability while aligning with established security architecture standards

• Act as the primary CIAM intake and prioritization point for enterprise initiatives that depend on CIAM
• Assess CIAM capacity, sequencing risks, and operational impacts for enterprise initiatives, and proactively communicate constraints and tradeoffs to stakeholders
• Coordinate CIAM delivery across multiple product, platform, and engineering teams
• Manage dependencies, sequencing, and delivery risks across shared services and consuming applications
• Facilitate alignment between Customer Experience, Product, Engineering, and Information Security stakeholders

• Drive adoption of CIAM capabilities through standard integration patterns and documented best practices
• Support product teams during CIAM onboarding and integration including active consultation, issue resolution, and post-integration stabilization
• Capture feedback to inform backlog refinement and continuous improvement

• Partner with platform and operations teams on release planning and change management
• Own day-to-day CIAM operational prioritization, including production support, monitoring, defect remediation and reliability improvements from a product and process perspective.
• Track and report on CIAM product metrics related to adoption, reliability, and customer experience

• 6+ years of experience in Product Management, including ownership of platform or shared services products
• Experience translating technical architectures into actionable product roadmaps and backlogs
• Strong background in requirements gathering, workflow analysis, and systems thinking
• Proven ability to coordinate delivery across multiple teams and stakeholders
• Excellent communication skills with technical and non-technical audiences

• Experience working with CIAM, IAM, or identity-adjacent platforms
• Familiarity with identity concepts such as SSO, MFA, federation, and role-based access
• Experience supporting SaaS platforms or enterprise shared services
• Experience working in regulated or high-availability environments
• Strong documentation and process-mapping skills

• CIAM capabilities are delivered predictably and adopted consistently across products
• Product teams can integrate CIAM services with clarity and minimal friction
• Security architecture decisions are translated into usable, shippable product capabilities
• Customer and administrator identity experiences improve across IDEXX platforms
• CIAM operates as a well-governed, scalable enterprise product

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