Familiarity with customer service platforms, case or conversation management systems, and agent desktop tooling, and with the service operations concepts underneath them — routing, queue and workload management, case lifecycle, escalation paths, and quality assurance practices; direct experience implementing or extending a commercial service platform a strong plus. To accomplish this, product managers own customer and business outcomes — planning the product roadmap, prioritizing the applicable technology backlog, leading product discovery, and measuring and communicating results of the feature portfolio, all while ensuring stakeholder alignment.