Product Owner, Customer Support Tools
As the Product Owner, Customer Support Tools, you will own the internal tools our support agents rely on to help customers, including our in-house Admin Panel and our Zendesk platform. You'll turn customer support agent pain points into a clear, prioritized roadmap, work closely with engineering to deliver improvements, and bring AI into the agent workflow so issues are identified and resolved faster across our portfolio of connected cellular devices. This is an on-site role in Billings, Montana, reporting to the Internal Systems & AI Business Unit Leader and partnering closely with Customer Support leadership.
Responsibilities:
Own the vision and roadmap for customer support tooling, aligned with Customer Support leadership and the Internal Systems & AI roadmap
Own the Admin Panel backlog: write user stories and acceptance criteria, prioritize, and participate in sprint planning, refinement, and reviews with engineering
Partner with design and engineering to build effective, intuitive agent-facing UI, prioritizing clear information layout, fewer clicks, and fast access to the account and device details agents need most, and validate designs through usability testing with agents
Set the product vision for Zendesk, defining how it evolves to serve agents and customers across every channel and deciding what we build, buy, or configure
Define and prioritize AI features in the Admin Panel that help agents determine the problem faster, such as summarizing account and device history, flagging likely root causes from device health and connectivity data, and recommending next steps
Define requirements for integrations that bring account, subscription, and device data into the agent workflow so agents can solve issues in one place
Be the voice of the agent by shadowing calls and chats, gathering feedback, and analyzing ticket data to find the biggest sources of friction and escalations
Partner with firmware, cloud, app and finance teams on device diagnostics, billing tooling, and access controls
Ensure support tools are ready for new product and feature launches, including release notes and agent training
Requirements:
4+ years of experience in product ownership, product management, or business systems roles, with at least 2 years focused on internal tools or support/CX platforms
Experience setting product vision and strategy for Zendesk or a comparable CX platform
Experience writing user stories and acceptance criteria in an Agile/Scrum environment
Strong understanding of customer support operations and metrics
Ability to analyze ticket and product data (SQL, Zendesk Explore, or BI tools) to drive prioritization decisions
Technical fluency to discuss APIs, integrations, and data models with engineers, and a strong eye for usable, efficient UI in internal tools
Experience with connected hardware or IoT products and with AI in support (agent assist, auto-triage, chatbots) preferred
Excellent communication and collaboration skills, with the ability to align stakeholders with competing priorities