Product Manager, Platform

Details

Responsibilities

• Understand the needs of teams that use the platforms and the customers who depend on them. Use product data, operational feedback, and recurring quality issues to identify and solve the highest-impact problems.
• Turn recurring needs into shared services, tools, and workflows that reduce duplicated work. Determine when to build a reusable capability, use an existing solution, or take a simpler approach.
• Work directly with product, engineering, and operational teams to understand workflows, identify recurring problems, and anticipate future capability needs.
• Prioritize platform investments across new product enablement, reliability, efficiency, and technical debt, making clear tradeoffs between near-term delivery and long-term flexibility.
• Define and track success through business impact, reliability, cost to serve, and reduced manual work, connecting these measures to customer and business outcomes.
• Partner closely with engineering on technical tradeoffs, build-versus-buy decisions, and rollout plans. Write clear requirements and drive delivery from problem definition through launch and iteration.

Requirements

• Experience owning product strategy and execution for technical products and platforms or shared systems used by multiple teams, such as billing and monetization, identity and access, developer platforms, data and experimentation, internal tooling, or support.
• Strong technical fluency, including the ability to reason about APIs, data flows, system dependencies, and failure modes, and to work closely with engineers on consequential tradeoffs.
• Strong analytical skills, including independently investigating problems, defining meaningful metrics, and evaluating the impact of platform investments.
• Strong written and verbal communication skills, with the ability to align teams around priorities and make difficult decisions when needs compete.
• High ownership and sound judgment in a fast-moving environment, with the ability to move between long-term strategy and hands-on execution without adding unnecessary process.
• Focus on customer outcomes and product quality, including when immediate users are internal teams.
• Systems-thinking, attention to detail, and problem-solving skills, including experience handling complex problems, messy workflows, edge cases, platform differences, and enterprise versus consumer workflows.
• Experience working on platforms with multiple stakeholders and non-trivial tradeoffs for customers, agents, and internal employees.
• Ability to build AI products whose outputs require evaluation, safeguards, and human-in-the-loop design.
• Experience defining metrics in ambiguous situations, breaking down workflows, and using quantitative and qualitative evidence to prioritize.
• Some experience working on critical software such as support platforms and agents, legal or compliance tooling, identity and account tooling, billing, fraud, trust and safety, or similar systems.
• High ownership and motivation to improve existing support flows and clear backlogs.

Benefits

Full-time U.S. employees receive a comprehensive benefits program including equity, health, dental, vision, retirement, fitness, commuter and dependent care accounts, and more. Full-time employees outside the U.S. receive a comprehensive benefits program tailored to their region of residence. USD salary ranges apply only to U.S.-based positions; international salaries are set based on the local market. Final offer amounts vary based on factors including experience and expertise.