This contractor Product Manager will help drive the continued evolution of HelpIQ, Indeed’s AI-powered IT help experience in Slack. The role will own requirements, outcomes, rollout planning, measurement, and rapid iteration as HelpIQ becomes the primary front door for IT help.
Own day-to-day product management for HelpIQ, including framing, prioritization, requirements, acceptance criteria, and backlog management. Play a key product role in agile team ceremonies, including planning, refinement, standups, reviews, and retrospectives. Partner with engineering and Support Operations to improve troubleshooting, escalation, fulfillment, and response quality. Define and monitor success metrics, and turn findings into a roadmap and prioritization decisions. Drive UAT, rollout readiness, stakeholder updates, and rapid iteration. Own preparation for and facilitation of the bi-weekly HelpIQ Product Loupe with IT LT. Strengthen the product feedback loop by turning user, support, and operational signals into prioritized improvements.
Must-have skills/experience:
5+ years of product management experience. Able to operate as an independent individual contributor and embed quickly with limited oversight.
Strong product management experience owning roadmap, requirements, prioritization, and delivery for internal platforms, workflow products, service experiences, or AI-enabled products.
Must have owned an agentic product or AI-agent experience in production, with demonstrated effectiveness in shaping and improving prompts.
Strong understanding of agent workflows, prompt effectiveness, evaluation, tuning, and common quality and trust issues.
Strong cross-functional experience with engineering and operations in ambiguous, fast-moving environments.
High comfort with data analysis and metric development, including defining ambiguous measures and turning findings into action.
High comfort leveraging AI tools to manage their own work more effectively.
Experience improving user journeys or service workflows through experimentation and iterative delivery.
Strong written and verbal communication skills, including executive-ready updates and stakeholder alignment.
Required tools, systems, or platforms experience:
Experience with Slack-based or chat-based product experiences.
Experience with ticketing or service-management workflows such as Jira Service Management.
Experience with analytics, reporting, and product performance data.
Experience with AI-enabled products or knowledge-grounded experiences in production.
Nice-to-have skills/experience:
Experience with IT support, employee service, or internal help/productivity domains.
Understanding of change management for the adoption of new tools, workflows, or AI-enabled experiences.
Familiarity with Salesforce Agentforce or similar agent platforms.
Experience with multilingual or global rollout considerations. Experience setting up CSAT, observability, or closed-loop feedback systems.
Experience partnering with Support Operations or Service Desk teams.
