{"id":1621042,"url":"https://alion.io/job/atoms-product-manager-customer-support-systems","title":"Product Manager - Customer Support Systems","company":{"id":1533,"name":"Atoms","domain":"atoms.co","url":"https://alion.io/company/atoms","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":88,"open_postings":76,"ghost_share":0,"stale_share":0.276,"repost_share":0,"time_to_fill_p50_days":67,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Product","role_family":"Product","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pittsburgh, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":165000,"max":195000,"currency":"USD","period":"year","gross":null,"usd_annual":195000},"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Incident Management","optional":false}],"status":"live","first_seen_at":"2026-08-14T17:10:27Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-10-19T12:54:18Z","board_verified":true,"closed_at":null,"days_open":65,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":65},"description":"Who we are \nLab37 Robotics, is a technology company focused on the development and deployment of robots designed specifically for direct-to-customer food production. Our mission is to revolutionize the food industry by creating innovative robotic solutions that enhance efficiency, quality, and customer satisfaction. We are passionate about pushing the boundaries of technology to deliver cutting-edge products that meet the evolving needs of our clients.\nAbout the role\nOwn the vision, strategy, and detailed product requirements for systems that enable Lab37 to support customers and field-deployed operations at scale. Translate customer, support-agent, and operational insights into a prioritized roadmap spanning self-service, automation, human workflows, case management, triage, and escalation.\nWhat you’ll do\nOwn and refine a multi-year customer support systems roadmap: Ground priorities in customer research, support data, operational needs, and Lab37's strategic goals.\nDesign a scalable, tiered support model: Define experiences and handoffs across self-service, automated resolution, frontline support, specialists, and Engineering or Field Service escalation.\nBuild intelligent intake, triage, and routing: Establish the issue taxonomy, severity model, ownership rules, and escalation paths across robotics, KDS, Otter, and related integrations.\nCreate automated and human-assisted support experiences: Deliver knowledge tools, guided diagnostics, agent assistance, and playbooks that recommend next steps and preserve context through every handoff.\nConnect support workflows to system context: Bring telemetry, logs, configurations, order and integration status, and customer history into the tools used to diagnose and resolve issues.\nLead discovery and maintain product artifacts: Author PRDs, service blueprints, user stories, acceptance criteria, and success metrics informed by customers, operators, support agents, and field teams.\nDefine, monitor, and analyze KPIs: Measure customer experience, response and resolution time, first-contact resolution, self-service containment, routing accuracy, repeat issues, and cost to serve; translate patterns into root-cause improvements and roadmap priorities.\nWhat we are looking for\nBachelor's degree in Engineering, Computer Science, Business, Product Design, Operations, or a related field; MBA or equivalent business experience a plus.\n7+ years of relevant experience, including 5+ years in product management for customer support technology, service operations, enterprise workflow, B2B SaaS, robotics, connected hardware/software, or similarly complex products.\nProven track record turning ambiguous customer, agent, and operational problems into shipped products and workflows with measurable impact.\nExperience with service design and customer support platforms, including CRM or help-desk systems, knowledge management, omnichannel operations, incident management, or field-service workflows.\nExperience applying AI and automation to self-service, classification, routing, agent assistance, knowledge management, or safe remediation with appropriate human oversight.\nHighly analytical mindset, comfortable using support data, customer feedback, telemetry, service-level and quality metrics, operational data, and financial inputs to drive evidence-based decisions.\nStrong systems-thinking ability across case management, knowledge, automation, data, APIs, integrations, connected hardware/software, third-party platforms, and human workflows.\nExceptional written and verbal communication skills; able to influence without authority and translate complex technical or operational issues into clear priorities and decisions.\nWhy join us\nDemand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn- $1T by 2030.\nChanging the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery. \nCollaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.\nWhat else you need to know\nThis role is based in our Pittsburgh office. As a company driven by invention and continuous change - we are constantly reimagining our industries, building new products, and refining how we operate. We do our best work together. That’s why all of our office-based teams work onsite, five days a week.\nThe base salary range for this role is$165,000 - $195,000 per year.\nActual compensation will be determined on an individual basis and may vary depending on experience, skills, and qualifications.\nBase salary is just one part of your total rewards package. You may also be eligible for equity awards and an annual performance-based bonus.\nBenefits Summary (USA Full-Time Exempt Employees):\nMedical, dental, and vision insurance (multiple plans, incl. HSA options).\nCompany-paid life and disability insurance (short- and long-term).\nVoluntary insurance: accident, critical illness, hospital indemnity.\nOptional supplemental life insurance for self, spouse, and children.\nPet insurance discount.\n401(k).\nHealth Savings Account (HSA)\nFlexible Spending Accounts (Healthcare, Dependent Care, Commuter)\nTime Off policies:\nDiscretionary vacation days\n8 paid holidays per year\nPaid sick time\nPaid Bereavement leave\nPaid Parental Leave\nBenefits are subject to change at the company's discretion.\nAtoms accepts applications on an ongoing basis.\nReady to join us as we serve those who serve others? \n#LI-Onsite","description_format":"text","description_chars":5674,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity","Life insurance","Parental leave","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Industrial Automation","Industrial Robotics","Mining & Heavy Industry Robotics"],"lifecycle":[{"event":"open","at":"2026-10-01T20:44:01Z"}],"visa":[],"liveness":{"score":46,"band":"ok","label":"Likely open","p_open":1,"p_active":0.763,"p_room":0.6,"age_days":65,"expected_fill_days":67,"reasons":["conf:0","velocity","win:late","crowd:brand"],"computed_at":"2026-10-19T05:45:15Z"},"pay":{"stated_usd_annual":195000,"is_top_pay":true},"html_url":"https://alion.io/job/atoms-product-manager-customer-support-systems","json_url":"https://alion.io/job/atoms-product-manager-customer-support-systems.json","meta":{"generated_at":"2026-10-19T13:07:55Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9343,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1533},"rest":"https://alion.io/mcp/rest/get_company?id=1533"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fatoms-product-manager-customer-support-systems"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fatoms-product-manager-customer-support-systems"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fatoms-product-manager-customer-support-systems"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/atoms-product-manager-customer-support-systems\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fatoms-product-manager-customer-support-systems"}]}