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Salary: USD 165,000 - 195,000 / annual
Lab37 Robotics is a technology company developing and deploying robots for direct-to-customer food production. This Product Manager role owns the vision, strategy, and detailed requirements for customer support systems that enable Lab37 to scale support and field operations.
Key responsibilities include:
• Develop and refine a multi-year customer support systems roadmap grounded in customer research, support data, operational needs, and strategic goals.
• Design a scalable, tiered support model defining experiences and handoffs across self-service, automated resolution, frontline support, specialists, and engineering/field service escalation.
• Build intelligent intake, triage, and routing systems with clear issue taxonomy, severity models, ownership rules, and escalation paths across robotics, KDS, Otter, and related integrations.
• Create automated and human-assisted support experiences including knowledge tools, guided diagnostics, agent assistance, and playbooks that preserve context through handoffs.
• Connect support workflows to system context by bringing telemetry, logs, configurations, order status, integration data, and customer history into diagnostic and resolution tools.
• Lead discovery and maintain product artifacts including PRDs, service blueprints, user stories, acceptance criteria, and success metrics informed by customers, operators, support agents, and field teams.
• Define, monitor, and analyze KPIs around customer experience, response/resolution time, first-contact resolution, self-service containment, routing accuracy, repeat issues, and cost to serve.
Required qualifications: Bachelor's degree in Engineering, Computer Science, Business, Product Design, Operations, or related field. 7+ years relevant experience including 5+ years in product management for customer support technology, service operations, enterprise workflow, B2B SaaS, robotics, or connected hardware/software. Proven track record shipping products with measurable impact. Experience with service design, CRM/help-desk systems, knowledge management, omnichannel operations, incident management, or field-service workflows. Experience applying AI and automation to self-service, classification, routing, and agent assistance. Strong analytical mindset, systems thinking, and exceptional communication skills.
