Principal Product Manager – Customer Experience (Creative Design)
At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.
Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.
Principal Product Manager – Customer Support (Customer Experience )
About F5
At F5, our mission is to power and protect every app—anywhere. As we continue to scale our SaaS and recurring revenue business, the strength, flexibility, and integration of our Customer Support and Customer Experience systems are more critical than ever. We are transforming our digital ecosystem to streamline end-to-end customer support operations so we can deliver world-class support experiences for both commercial and government customers while driving growth and operational excellence at scale.
Position Summary
The F5 Digital Organization is leading enterprise-wide transformation by building agile, scalable platforms that power business operations and customer engagement. We are looking for a Principal Product Manager to lead strategy, roadmap, and execution across our customer support business processes leveraging Salesforce Service Cloud, Experience Cloud, and Gov Cloud. This role focuses on enabling best-in-class case management, self-service portals, omni-channel support, and knowledge management capabilities, driving efficiency for support agents and delivering seamless experiences for customers.
You will partner closely with Customer Support, Operations, Digital Engineering, Security, and Product teams to define business requirements, prioritize initiatives, and deliver secure, compliant, and integrated solutions across the Salesforce ecosystem. This highly visible role will leverage automation, data-driven insights, and cutting-edge integrations to enhance how customers interact with F5 support services worldwide.
In this role, you will define and deliver robust, scalable solutions for entitlement handling, SLA tracking, omni-channel support (chat, phone, email, social), self-service portals, and AI-driven knowledge management, ensuring high-quality content lifecycle, optimized search (Coveo), and governance across knowledge article publishing.
Key Responsibilities
Own the product strategy and lifecycle for Salesforce Service Cloud, Experience Cloud, and Gov Cloud to power global support operations and customer-facing experiences.
Lead prioritization and planning for Customer Support technology initiatives, aligning with corporate OKRs and stakeholder input.
Define and drive roadmaps for case management capabilities including entitlements, SLA tracking, omni-channel support, AI-powered search, and self-service optimization.
Partner with third-party ecosystem tools such as Certinia, Pendo, Gainsight, Qualtrics, Coveo, and others to deliver integrated, data-driven support workflows.
Ensure FedRAMP compliance, MFA security standards, and audit-ready platform governance, collaborating with InfoSec and Compliance teams.
Translate complex business requirements into clear product requirements, epics, and user stories for Agile teams.
Drive delivery of strategic initiatives such as case deflection, knowledge automation, enhanced customer experience journeys, and improved agent productivity.
Serve as a trusted subject matter expert on Salesforce platform capabilities, ensuring scalable, future-ready architecture across support platforms.
Define KPIs and success metrics to measure adoption, self-service effectiveness, case resolution time, and customer satisfaction; iterate based on data insights.
Partner with Solution and Enterprise Architects to ensure scalability, compliance, security, and seamless integration with CRM, ERP, and customer success tools.
Qualifications
10+ years of progressive product management experience, with 5+ years leading Salesforce Service Cloud and Experience Cloud initiatives in a global enterprise or SaaS environment.
Hands-on expertise with Salesforce Service Cloud, Experience Cloud, Gov Cloud, and Marketing Cloud, including deep knowledge of customer support, case management, and knowledge workflows.
Proven track record integrating third-party tools such as Certinia, Pendo, Gainsight, Qualtrics, Coveo to enhance customer experience capabilities.
Strong understanding of security and compliance frameworks (FedRAMP, MFA, audit readiness) for regulated industries and government customers.
Demonstrated ability to lead enterprise-scale programs, align diverse stakeholders, and deliver measurable business outcomes.
Skilled in Agile methodologies, backlog management, and product lifecycle planning.
Data-driven mindset with experience defining KPIs, dashboards, and analytics to guide decision-making.
Bachelor's degree in Business, Information Systems, or related field; MBA or advanced degree preferred.
Preferred Qualifications
Experience leading large-scale Salesforce transformations for global customer support organizations.
Familiarity with AI-driven support capabilities, chatbots, and automated knowledge management.
Ability to influence executives, guide technical teams, and scale solutions across complex enterprise environments.
Experience working in high-compliance (Gov Cloud, FedRAMP) environments requiring advanced security controls.
F5 is a place where innovation meets purpose. As part of our Digital Organization, you'll be at the forefront of driving operational excellence and enabling customer success through world-class systems and experiences. You'll work with top talent, cutting-edge technologies, and business leaders who value partnership, transparency, and growth.
The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.
The annual base pay for this position is: $195,823.00 - $293,735.00F5 maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, geographic locations, and market conditions, as well as to reflect F5's differing products, industries, and lines of business. The pay range referenced is as of the time of the job posting and is subject to change.
You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about F5's benefits can be found at the following link: https://www.f5.com/company/careers/benefits. F5 reserves the right to change or terminate any benefit plan without notice.
Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com).
Equal Employment Opportunity
It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting accommodations@f5.com.
