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Salary: USD 200,000 - 250,000 / annual
Flock Safety is seeking a Director of Product Management to lead the strategic development of their customer success and support platform infrastructure. This is a technical product leadership role focused on architecting scalable enterprise platforms that power post-sale customer operations at scale.
You will own end-to-end product execution, system architecture, and technical roadmaps for customer care, contact center, and customer success platforms. Key responsibilities include architecting advanced automation capabilities such as AI-assisted support frameworks, chat-based auto-resolution engines, and automated Customer Success Manager lifecycles. You'll integrate automated risk detection models and real-time call-to-action triggers directly into post-sale operational platforms, ensuring seamless data synchronization between customer success tools and core business systems.
A critical aspect of this role is translating customer usage telemetry signals into structured data inputs that trigger real-time, actionable alerts for operational teams. This is fundamentally a technical product management position focused on platform architecture and software builds—not traditional CS operations management or manual process work.
You bring proven experience leading product managers and managing technical enterprise platforms within post-sale customer lifecycle domains. You have hands-on experience architecting, implementing, or integrating AI-driven platform tools, including automated chat interfaces and natural language processing frameworks. Operational familiarity with enterprise customer management stacks (Salesforce Service Cloud, Gainsight) is essential, with focus on health scoring, playbooks, and automated triggers.
You demonstrate capability connecting customer success platforms to core business infrastructure and transforming usage telemetry into automated system behaviors. Strong cross-functional partnership skills are critical—you'll map data handshakes, capture technical dependencies, and guide engineering partners toward stable builds.
Flock Safety supports over 1 million criminal investigations annually and has helped locate more than 10,000 missing people. The company is 1,700 people strong with over $1B in funding, operating at high pace with real-world impact.
