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Product Manager/Senior Product Manager - Support Experience

Product Manager/Senior Product Manager - Support Experience

Nutanix

8 - 13 years

20 - 25 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

product manager ux data analysis ai user stories user experience customer support nps qa analytics nlp data science product management agile methodologies agile

Work Mode

Hybrid

Job Type

Full Time

Job Description

The Opportunity

We are looking for a passionate Product Manager or Senior Product Manager to work on the strategy, development, and continuous evolution of the Nutanix Customer Support Portal. In this role, youll work on the product vision and roadmap, drive end-to-end delivery, and ensure the Nutanix Support Portal delivers exceptional self-service, case deflection, and seamless customer experience. Youll collaborate closely with engineering, UX, customer support, data science, and business teams to build features that empower customers and streamline support operations globally. In this role, you will work on both AI and general projects.

About the Team

At Nutanix, you will be joining the Support Experience Product Management team of SAAS Engineering Division. Our team comprises diverse talent from various locations, fostering a rich exchange of ideas and perspectives that enables us to innovate and tackle challenges effectively. The collaborative culture is at the heart of our work environment, where open communication and teamwork are encouraged, ensuring that every team member''s voice is heard and valued. This position will work in a hybrid setup, based out of our Bangalore office, where you will be expected to be in the office three days a week.

Your Role

Work on product strategy and roadmap of the Nutanix Customer Support Portal, aligning with company goals, customer needs, and support priorities.
Deliver measurable business outcomes - improved self-service, case deflection, reduced support case volume, and enhanced customer satisfaction.
Gather and prioritize product requirements through customer feedback, data analysis, and collaboration with support, engineering, and business stakeholders.
Translate complex requirements into clear product specifications, user stories, and acceptance criteria that align with agile development practices.
Partner cross-functionally with engineering, design, support, and QA to deliver high-quality, scalable, and user-centric solutions on time.
Leverage analytics and behavioral data to identify user pain points, measure product performance, and drive data-backed decisions. Data analysis will be a key part of this role.
Ensure the portal provides superior experience, robust self-service features, AI-powered search and recommendations, and seamless onboarding experiences.
Track, analyze, and report key KPIs, metrics, and insights to evaluate success and inform product iterations.
Stay ahead of industry trends and competitor innovations by applying best practices to continually improve the customer experience.
Communicate product strategy, progress, and outcomes to executive and cross-functional stakeholders effectively.

What You Will Bring

A Bachelor''s degree in Computer Science, Engineering, or a related technical field. MBA is preferred.
Solid understanding of AI, ML, NLP, Search, and recommendations.
Strong understanding of B2B customer support processes (case lifecycle, SLAs, knowledge management, deflection, CSAT/NPS)
3-8 years of experience in product management, preferably with SaaS platforms or customer-facing portals.
Strong understanding of customer support operations and user experience principles.
Proven ability to manage cross-functional teams and drive alignment across departments.
Experience translating customer and business needs into actionable product requirements.
Expert in data analysis and finding opportunities for improvements and making decisions.
Design and run A/B and multivariate experiments on key Support Portal flows (search, case creation, recommendations, AI assistant) to measure impact, iterate quickly, and optimize for deflection and customer satisfaction.
Excellent analytical, problem-solving, and communication skills.
Familiarity with agile methodologies and product development best practices.
Technical aptitude; ability to discuss requirements with engineering and understand technical constraints.

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Product Manager/Senior Product Manager - Support Experience