Senior Product Manager

Custom Software Systems, Inc. (CSS) is seeking an experienced Senior Product Manager to lead the vision, strategy, and execution of an enterprise workflow management platform supporting our client. This highly visible role will drive product innovation, stakeholder engagement, and roadmap development to deliver user-centered solutions that streamline service requests, incident resolution, and mission-critical operational workflows. The ideal candidate brings deep product management expertise, a strong understanding of IT Service Management (ITSM) principles, and a proven ability to translate complex business requirements into scalable digital solutions. Working closely with business leaders, technical teams, security stakeholders, and end users, the Senior Product Manager will champion product strategy, prioritize initiatives based on measurable outcomes, and lead Agile delivery teams to continuously improve platform capabilities and user experience. 

Responsibilities 

• Manage a product roadmap for a set of features from inception through implementation; collect requirements, establish key performance metrics, craft the user experience, and drive execution.  

• Manage the end-to-end product strategy and roadmap for the platform  

• Partner with teams to define and deliver core foundational workflows and capabilities for ITSM  

• Partner closely with business, IT, security and compliance teams to gather requirements and translate them into clear product specifications and priorities  

• Deeply understand user needs and pain points across different personas, and use that insight to drive intuitive, scalable, and compliant solutions  

• Lead discovery efforts including user research, journey mapping, and workflow design to ensure solutions are usable and aligned with real world processes   

• Balance short term delivery with long term platform strategy to support scalable solutions  

• Define success metrics and continuously measure, iterate, and improve the product based on usage data and user feedback  

• Communicate product vision, progress, and tradeoffs clearly to both technical and non technical stakeholders. 

• Lead one or more multi-disciplinary agile delivery teams to deliver excellent new products and/or iterations to existing products to meet user needs. 

• Gather user requirements based on a communicable understanding of diverse audience groups. 

• Create effective, prioritized product descriptions and delivery plans to meet user needs in a cost-effective way. 

Required Qualifications 

• Minimum ten (10) years of professional experience. 

• Minimum six (6) years of direct product management experience. Three (3) of which are managing enterprise platforms. Candidates with only program or project management experience need not apply.  

Citizenship  

• US Citizenship  

Knowledge, Skills & Abilities 

• Proficiency in requirements gathering, data analysis and KPI driven prioritization and decision making.    

• Expertise in stakeholder management. 

• Proficiency in user story writing and backlog management.  

• Experience with Agile/Scrum delivery methodologies.  

• Proven experience delivering user centric workflow management solutions and experiences.  

• Deep understanding of ITSM principles and frameworks.  

• Experience managing helpdesk/service desk operations and workflows.  

• Knowledge of change management and incident management processes.  

• Experience working with ServiceNow. 

• Experience managing the delivery, ongoing success, and continuous improvement of one or more digital products and/or platforms. 

Certificates  

At least one of the following or its equivalent:  

•  ITIL 4 Foundation certifications  

• Certified Product Manager 

Education 

• Bachelor's degree in Information Technology, Computer Science, Engineering, Data  

Science, or another relevant discipline. 

Compensation & Benefits12 

• Wage Range: Negotiable 

• General Benefits: Custom Software Systems, Inc. offers our employees a competitive benefits package that may include: 

• Health insurance plans  

• Health Savings Account (HSA) 

• Dental 

• Vision 

• Long-term disability 

• Short-term disability 

• Basic term life insurance 

• Supplemental term life insurance for employees, spouses, and dependents 

• Simple IRA 

• Parking/Commuting expense reimbursement 

• Training/Education