Product Manager, Customer Support API Platform

Overview

Lead the development and evolution of the Customer Support API Platform, defining the strategic vision, roadmap, and integration capabilities that link customer support experiences across applications, partners, and AI-driven services globally. Collaborate closely with business, engineering, architecture, and operations teams to deliver secure, scalable, and reusable platform functionalities that drive innovation, simplify interfaces, and enhance customer satisfaction at an enterprise scale.

Key Responsibilities

• Own full lifecycle management including strategy and roadmap for the Customer Support API Platform.
• Assess and prioritize platform enhancements driven by customer impact, business objectives, and technology trends.
• Promote API utilization and foster engagement with developers internally and externally.
• Partner with engineering groups to ensure platform reliability, security, and scalability.
• Develop and enforce API standards, governance, security protocols, and operational best practices.
• Enable cutting-edge AI, automation, analytics, and digital experiences through advanced API functionalities.
• Establish success metrics and leverage data-driven insights to continuously elevate platform adoption and performance.
• Collaborate with stakeholders across business and technical disciplines to synchronize priorities and resource allocation.

Qualifications and Skills

• Minimum eight years’ experience in product management, platform leadership, software engineering, or allied technology sectors.
• Expertise in managing APIs, integration ecosystems, or products designed for developer interaction.
• Deep comprehension of API architecture, cloud computing environments, microservice frameworks, and modern integration methodologies.
• Demonstrated ability to translate high-level strategies into actionable roadmaps and tangible product achievements.
• Strong proficiency in stakeholder engagement, communication, and influence for cross-functional teams.
• Experienced participant in Agile workflows and multidisciplinary product teams.

Personal Attributes

• Visionary product leader with a passion for scalable platform development.
• Technologically savvy with thorough understanding of APIs, integrations, cloud infrastructure, and AI-enhanced environments.
• Customer-focused, aiming for product adoption, usability, and measurable business success.
• Collaborative and influential leadership style that drives program results through partnerships.
• Committed to continuous learning and embracing innovation in emerging technologies.

Impact

You will play a pivotal role in establishing the foundational integration framework for customer support, empowering teams to accelerate innovation, reduce time-to-market, and deliver seamless and scalable customer engagements globally.

Why This Role Matters

• Ownership of a strategic platform instrumental to global customer support transformation.
• Opportunity to drive convergence of APIs, artificial intelligence, automation, and user experience.
• Chance to influence enterprise-wide technology strategy and product direction.
• Collaboration with expert teams addressing complex, large scale technological challenges.
• Opportunity to make impactful contributions benefitting customers, developers, and the business alike.

Additional Information

This is a full-time position based onsite in Bengaluru, Karnataka, India, with no travel or relocation requirements. No shift differentials apply. The employer is an Equal Opportunity Employer committed to providing an inclusive environment without discrimination on any legally protected basis. Confidentiality is maintained for all personal information applicants choose to disclose.