205 F5, Inc. (United States)

Compensation

Full Description

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. Why this role matters At F5, our mission is to power and protect every app—anywhere. As we scale SaaS and recurring revenue, our Customer Support and Experience platforms are mission-critical. We’re modernizing how customers get help: from AI-powered self-service and optimized case routing to agent experience and enterprise-grade compliance. The Principal PM will own strategy, roadmap, and outcomes across platforms (Salesforce + Azure + best-of-breed partners), and will combine deep domain expertise, PLG thinking, and practical AI know-how to deliver measurable business impact. Position summary You will lead product strategy and execution for global support systems and customer-facing experiences (myF5 portal, case management, knowledge, omni-channel, entitlement & SLA handling). You’re an expert in customer support workflows, a proven operator who can drive PLG-style adoption and product-led outcomes, and an AI-fluent builder who designs safe, useful AI into support journeys. You’ll partner across Customer Support, Operations, Digital Engineering, Security, Product, and external vendors to deliver secure, scalable, data-driven solutions that improve customer experience, agent productivity, and operational efficiency. Key responsibilities Set the long-term product strategy and roadmap for customer support systems (myF5, Service Cloud, Experience Cloud, integrations), aligning to corporate OKRs and business partner priorities. Lead PLG efforts across the Customer Success / Support pillar: design in-product triggers, guided onboarding, self-service funnels, activation metrics, and growth experiments that increase adoption and reduce costly assisted support. Own requirements and delivery for enterprise case management: entitlement & contract validation, SLA tracking, routing & escalation, queues, agent tooling, and omni-channel (chat, voice, email, social). Design and operationalize AI capabilities safely and effectively: RAG/knowledge retrieval, LLM-assisted agent recommendations, smart summarization, intent classification, conversational assistants, and automated knowledge generation — including guardrails for hallucination, data privacy, and explainability. Drive knowledge management strategy: article lifecycle, governance, content quality, Coveo-powered search optimization, content analytics, and automated knowledge creation/maintenance flows. Partner with cross-functional stakeholders and vendors (Certinia, Pendo, Gainsight, Qualtrics, Coveo, etc.) to deliver integrated, data-driven workflows and single-source-of-truth customer context. Ensure compliance and security posture (FedRAMP/GovCloud readiness where required), MFA, audit trails, and collaboration with InfoSec and Compliance on platform governance. Translate complex business needs into clear epics, user stories, acceptance criteria, and prioritization for Agile engineering teams; be comfortable rolling up your sleeves to prototype or validate solutions. Define, instrument, and own KPIs and dashboards (self-service deflection, CSAT, NPS, SLA compliance, MTTR, cost-per-ticket, feature adoption, time-to-first-response), and use analytics to iterate roadmap and experiments. Evangelize product vision, influence executives and partners, and mentor more junior PMs where applicable. What success looks like Measurable increase in self-service adoption and case deflection (e.g., +X% deflection, reduced assisted volume). Reduced average time-to-resolution and improved SLA compliance for priority customers. Launched safe, effective AI assistants that demonstrably improve agent productivity and customer satisfaction without introducing privacy or hallucination risk. High stakeholder satisfaction: support, sales, compliance, and engineering leaders see tangible improvements in workflow efficiency and platform stability. Roadmap execution with demonstrable business outcomes that map to corporate OKRs. Required qualifications 10+ years of progressive Product Management experience; at least 5 years owning enterprise-scale customer support or service experience platforms (Salesforce Service Cloud, Experience Cloud) in global or SaaS environments. Hands-on experience designing and shipping case management, knowledge, and omni-channel support systems at scale. Demonstrated product-led growth experience: designing experiments, funnels, in-product nudges, and activation flows that drive adoption and retention. Practical experience with AI in production: LLMs, retrieval-augmented generation, knowledge automation, conversational UI — and an understanding of failure modes and mitigation strategies (hallucination, data leakage, bias). Strong track record working with and integrating third-party tools (Certinia, Pendo, Gainsight, Qualtrics, Coveo or equivalents). Deep understanding of security & compliance requirements for enterprise/government customers (FedRAMP, GovCloud familiarity preferred). Proven ability to influence and maintain strong relationships with business partners across support, product, operations, sales, and security. Excellent communication skills — able to translate complex technical concepts for execs and to write crisp product requirements for engineers. Bachelor’s degree in Business, Computer Science, Information Systems or related field. Advanced degree (MBA, MS) preferred. Differentiators Prior experience running Salesforce transformations or migrating support platforms at enterprise scale. Experience operating in regulated environments supporting government/commercial customers. Certifications: Salesforce (Administrator/Service Cloud), Product Management, or relevant AI coursework. Experience with Azure cloud services, APIs, and platform integration patterns. Experience building observability and safety tooling for ML/AI systems. Skills & behaviors we value Strategic thinker who pairs vision with rigorous execution. Customer-obsessed with an operator’s mindset — cares about outcomes and is comfortable iterating quickly. Collaborative leader who builds trust with business partners and technical teams. Data-driven decision maker: you use metrics to prioritize, justify tradeoffs, and measure impact. Pragmatic AI champion: you understand opportunities and limits and can operationalize AI responsibly. #LI-TL2 The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change. The annual base pay for this position is: $176,000.00 - $264,000.00 F5 maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, geographic locations, and market conditions, as well as to reflect F5’s differing products, industries, and lines of business. The pay range referenced is as of the time of the job posting and is subject to change. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about F5’s benefits can be found at the following link: https://www.f5.com/company/careers/benefits. F5 reserves the right to change or terminate any benefit plan without notice. Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com). Equal Employment Opportunity It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting accommodations@f5.com. Hybrid: Employees within 30 commutable miles of an F5 office are required to work from the office a minimum of 30 business days per quarter. Remote: Primarily work from designated home location but can come into an F5 office to work or travel to an offsite location as needed. Together, we're building a better digital world. Founded in 1996, F5 is a global leader in application delivery and security. Our premier platform helps customers secure and deliver every app, API, and piece of infrastructure across all environments. Backed by over three decades of expertise and 553 patents, our solutions protect against threats while ensuring fast, reliable digital experiences. With over 6,400 employees, we serve more than 23,000 customers in over 170 countries. To continue this work, we need people like you—the best minds in the industry. We're committed to a unique, human-first culture that encourages authenticity, prioritizes diversity and inclusion, and fosters the growth and success of our employees.