Monitoring & Management Product Manager

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Job title:    Monitoring & Management Product Manager

Job summary: 

The Monitoring & Management Product Manager is responsible for the strategy, roadmap, governance, adoption and operational success of a global portfolio of vendor software platforms used to remotely monitor and manage audio visual (AV) and workplace technology devices. The role ensures these platforms provide reliable telemetry, actionable alerts, remote support capabilities and useful operational insights that improve service quality and the technology-based office experience.

The Product Manager will work with Operations, Engineering, Information Security, Service Management, other product teams and technology vendors to translate business and operational needs into product capabilities. The role will guide platform selection and lifecycle decisions, establish support and governance models, drive integrations and automation, and measure the business value delivered by the portfolio.

Key responsibilities (analytical/decision making/supervisory): 

• Own the global product strategy and multi-year roadmap for AV telemetry, monitoring and remote management platforms.
• Lead proofs of concept and pilots; define success criteria, evaluate results and make evidence-based recommendations for production adoption.
• Gather and prioritize requirements from Operations, Engineering, product teams and other stakeholders, balancing service value, effort, risk and cost.
• Manage the product lifecycle for assigned platforms, including evaluation, selection, onboarding, enhancement, integration, adoption, operational transition and retirement.
• Define platform standards for device onboarding, data consistency, health states, alerts, notifications, remote actions, and role-based access.
• Drive integration with enterprise service management, event management, asset data, analytics and reporting capabilities to create and support automated workflows and improve leadership decision making.
• Establish service definitions for in-scope platforms, ensure operational readiness requirements are met, integrate new platforms into PCD runbooks and Operations SOPs.
• Develop product KPIs and report on platform coverage, reliability, alert quality, adoption, automation, operational outcomes, cost and realized value.