**About the Job** As the Senior Product Manager for Case Management, you will be responsible for executing a vision that defines and prioritizes efforts to implement and continually improve the company level service and support experience. This will be accomplished with AI-assisted capabilities and modern user centric design. In this role, you will contribute significantly to how Red Hat delivers excellent customer experiences that drive cost savings and avoidance in the support of our products and services. You should have proven experience connecting the right people and teams, managing a strategic roadmap across a broad group of stakeholders, diving deep into user and customer feedback, and communicating effectively. In this role you are central to many cross-functional teams who depend upon your good judgment, data-backed rationale, and ability to simplify complex problems. **What will you do** + Work in close collaboration with teams across Red Hat (e.g., engineering, product, data, AI, sales, marketing, IT) to shape and deliver consistent conversational experiences across the digital ecosystem. + Lead, manage, and deliver a strategic roadmap for a competitive and modern conversational digital support experience that serves users while informing the development, planning, prioritization, and delivery of continuous improvements with efficient execution. + Use data, user research, usability testing, customer satisfaction scoring, competitive analysis, AI/ML trends, and industry best practices to identify opportunities to deliver a differentiated, consistent, and measured digital checkout experience. + Create business cases for improvements; work with data analysts, program leads, and engineering leaders to define the goals, KPIs, and targets for proposed initiatives. + Communicate and share proposals, actions taken, compelling stories, and project results—including business impact measures—to team members, leadership, and stakeholders effectively. + Build influence by fostering productive cross-functional relationships. **What will you bring** + 7+ years of relevant product management or technical marketing experience with increasing responsibility. + 7+ years of software/technology industry experience. + Strong understanding of and experience with AI and virtual assistant technologies, global service and support models, user experience, and engagement metrics. + Experience with agile methodologies and tools. + Experience with open source development models is ideal. + Demonstrated success in collaborating with peers in user research, user interface design, software engineering and user experience design. **About Red Hat** Red Hat (https://www.redhat.com/) is the world’s leading provider of enterprise open source (https://www.redhat.com/en/about/open-source) software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact. **Inclusion at Red Hat** Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village. **Equal Opportunity Policy (EEO)** Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law. **Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.** **Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email** **application-assistance@redhat.com** **. General inquiries, such as those regarding the status of a job application, will not receive a reply.**