Business Unit Leader

Responsibilities

• Define and maintain a unified vision across the platform portfolio; prioritize investment across the Customer Service Platform, ERP, Telco, IoT Core, and AI based on business value, customer impact, and technical health.
• Own the multi-quarter roadmap for the BU and run it as an accountable unit with clear goals and outcome metrics.
• Develop the forward vision for how independent platforms evolve into a more integrated ecosystem, sequencing the work pragmatically over time.
• Own the product direction for the internal agent console and its integration with Zendesk and the broader CS tooling stack (ticketing, knowledge management, workforce management, QA, voice/chat, CRM data).
• Hire, coach, and develop the team of Product Owners who each run one platform domain; set the bar for discovery, prioritization, and delivery.
• Oversee third-party AI partnerships, including vendor selection, commercial terms, SLA and performance management, and build-vs-buy-vs-partner decisions.
• Partner with Engineering leadership and serve as the business partner to Customer Support, Operations, Finance, Network/Telco Ops, and AI platform consumers; resolve conflicting demands across stakeholders.
• Partner with the Director of Quality to embed quality standards, release discipline, and post-launch measurement into every platform team.
• Own incident learnings from a product perspective, including those tied to third-party AI partners and CS tool vendors.
• Represent the BU to the executive team with clarity and brevity — progress, risks, asks, and outcomes.

Requirements

• Bachelor’s degree in a related field (preferred but not required).
• 10+ years of product management experience, with 4+ years leading product leaders or a team of senior Product Owners.
• Demonstrated ownership of internal or B2B platforms at scale — ERP, CRM/CS tooling, telco/OSS-BSS, IoT, or enterprise AI platforms.
• Direct experience with customer service platforms such as Zendesk, Salesforce Service Cloud or equivalent.
• Track record of running a multi-platform portfolio and making real prioritization calls across competing business stakeholders.
• Experience managing significant third-party technology partnerships, including vendor selection, commercial negotiation, and ongoing performance management.
• Strong technical literacy: comfortable in architecture discussions, API and data model trade-offs, and AI/ML product decisions.
• Experience operating in a customer excellence, customer operations, or customer support context.
• Experience running a business unit or product group.
• Direct experience with one or more of: ERP platforms (SAP, Oracle, NetSuite, or custom), telco systems (billing, provisioning, OSS/BSS), IoT device management and connectivity platforms, and AI/ML platforms delivered through partners (OpenAI, Anthropic, Google, AWS, or specialist vendors), preferred.
• Experience taking a fragmented internal tool landscape and defining a multi-year path toward integration, preferred.
• Exposure to regulated or high-reliability environments, preferred.