Product Manager, Customer Success

BUS SYS ANL 4 (000657)

UCPath Position ID: TBD_1000002

Position Description History/Status

Approved Date:

6/23/2026 8:03:37 PM

Date Last Edited:

6/23/2026 8:03:33 PM

Last Action Effective Date:

Organization Details

Business Unit (Location):

LACMP

Organization Code:

5000O

Organization:

ADMINISTRATIVE VICE CHANCELLOR         

Division Code:

5901D

Division:

ADMINISTRATION                         

Department:

455400 - IT SERVICES

Position Details

UCPath Position Number:

TBD_1000002

Position Description ID

261311

UC Payroll Title:

BUS SYS ANL 4 (000657)

Personnel Program

Management and Senior Professional (MSP)

Salary Grade:

Grade 24

Job Code FLSA:

Exempt

Union Code (Collective Bargaining Unit):

99: Non-Represented (PPSM)

Employee Relations Code:

E: All Others - Not Confidential

Employee Class (Appt Type):

2 - Staff: Career

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

40053459

Reports to Payroll Title:

BUS TCHL SUPP MGR 2

UCPath Department Head Position Number:

40962959

Department Head Payroll Title:

INFO SYS MGR 4

DIRECTION - Indicates that the incumbent establishes procedures for attaining specific goals and objectives in a broad area of work. Only the final results of work done are typically reviewed. Incumbent typically develops procedures within the limits of established policy guidelines.

POSITION SUMMARY

The Product Manager, Customer Success Products & Services, will play a critical role in defining the product strategy and execution of Customer Success services across Customer Service, Endpoint Solutions, and IT Service Management (ITSM). This role will enable a cohesive portfolio of services and capabilities that support a broad range of functions including service delivery, endpoint lifecycle management, and IT service operations.

This position is responsible for establishing and maturing product management practices within Customer Success, including intake, prioritization, and roadmap development, while ensuring alignment between customer needs, service capabilities, and delivery execution. The Product Manager will also translate services and technical capabilities into clear, consumable offerings to support campus understanding, adoption, and effective utilization.

Product Strategy

This role is responsible for co-defining product vision with Customer Success leadership to determine department strategy and roadmaps with a focus on the long-term success, adoption, and effectiveness of Customer Success services. The Product Manager brings the voice of the customer into roadmap development and prioritization, collaborating with key stakeholders to incorporate needs and convey a cohesive product and service vision across service areas.

Product Planning

The Product Manager is responsible for defining and establishing structured approaches to product intake, prioritization, and roadmap planning. This includes working with stakeholders, analysts, and technical teams to translate needs into clear, actionable work.

In early stages, the role operates in a highly engaged, hands-on capacity with teams to guide backlog structure, prioritization, and work progression, establishing consistent practices where they do not yet exist. These practices are matured over time to support scalable and distributed ownership across teams.

Product Development

The Product Manager is accountable for guiding the successful delivery of the product and service lifecycle, designing sustainable financial/funding models for products in partnership with Customer Success leadership, , working with development teams, product owners, and service leaders to ensure prioritized work is delivered securely, compliantly, and in alignment with customer needs.

The role maintains a strong focus on human-centered design, ensuring services are accessible, usable, and aligned with campus expectations.

Customer and Stakeholder Management

The Product Manager is responsible for driving innovation and service excellence by working closely with cross-functional teams and stakeholders, understanding their needs, gathering user insights, and serving as a liaison between functional stakeholders and delivery teams.

A key responsibility of this role is packaging and positioning services and capabilities into clear, well-defined offerings that support campus adoption and effective use.

Human-Centered Design & Product Insights

The Product Manager maintains a strong focus on building human-centered user experiences, ensuring accessibility and usability requirements are met. Additionally, this role defines and tracks product and service metrics related to adoption, customer satisfaction, and performance to inform data-driven decision-making and continuous improvement.

The Product Manager, Collaboration, Productivity, & Workplace Products will positively impact UCLA's operations and culture by enabling University stakeholders to effectively leverage collaboration products and applications. This team member will advance the University's mission by delivering exceptional information technology services comprehensively and consistently across faculty, staff, and students. This role will execute UCLA's vision while modeling UCLA's culture and values.

Customer Success proactively manages IT customer satisfaction and loyalty, ensuring interactions meet customer needs and managing and resolving common customer inquiries and needs. Acts as the “front door” for ITS providing tiered support to handle the majority of common IT user needs including software, endpoint, and access inquiries. Provides service management expertise and program design including incident management, problem management, change management, asset management and inventory control, and knowledge management grounded in ITIL principles. Enables service excellence and a spirit of continuous improvement monitoring key performance factors such as customer satisfaction and customer service throughput and implementing process improvements.

Product Strategy

1. Defines product strategy, frameworks, and approaches to deliver a cohesive portfolio of Customer Success services across Customer Service, Endpoint Solutions, and IT Service Management (ITSM). Conducts research and engages stakeholders to identify user needs, operational challenges, and opportunities for service improvement, and translates insights into scalable solutions.

2. Leads evaluation of emerging technologies, service delivery models, and industry trends, determining applicability to existing or future services within Customer Success.

3. Contributes to the development of long-range strategic plans for Customer Success services, ensuring alignment with DTS and campus priorities.

15%

Product Planning

1. Establishes and matures product management practices, including intake, prioritization, and roadmap development, ensuring alignment between customer needs, service capabilities, and organizational goals.

2. In early stages, works in a highly engaged, hands-on capacity with teams to guide backlog structure, prioritization, and work progression, establishing consistent practices where they do not yet exist; evolves these practices over time to support distributed ownership.

3. Partners with stakeholders, analysts, and technical teams to translate needs into clear, actionable work aligned to product and service objectives.

15%

Product Development

1. Guides the planning, execution, and delivery of Customer Success service enhancements and product capabilities, ensuring alignment with strategic priorities and customer needs.

2. Works closely with product owners, technical teams, and service leaders to ensure prioritized work is delivered securely, compliantly, and with a focus on quality and reliability.

3. Maintains alignment between roadmap commitments and delivery execution, ensuring transparency and accountability across teams.

15%

Stakeholder Management

1. Identifies, organizes, and leads engagement with key stakeholders, advisory groups, and campus partners to gather input, validate priorities, and drive alignment.

2. Serves as a liaison between functional stakeholders and delivery teams, ensuring clear communication, shared understanding, and effective feedback loops.

3. Identifies opportunities to enhance service value and expand offerings based on stakeholder engagement and evolving campus needs.

15%

Problem Solving & Customer Service

1. Demonstrates sound judgment, creativity, and analytical thinking in addressing complex service and product challenges.

2. Balances user needs, business priorities, and technical constraints to inform decision-making across Customer Success services.

3. Supports resolution of escalated or complex service issues by aligning product direction with operational realities.

15%

User Experience

1. Promotes and applies human-centered design principles to ensure services are accessible, intuitive, and aligned with the needs of a diverse campus community.

2. Ensures accessibility and usability standards are incorporated into service design and delivery.

3. Supports consistency in user experience across Customer Success service offerings.

5%

Continuous Improvement

1. Drives continuous improvement efforts across Customer Success services, incorporating feedback, performance data, and emerging practices.

2. Maintains awareness of industry trends, product management practices, and service delivery innovations relevant to higher education and enterprise IT.

3. Collaborates with cross-functional teams to refine processes, improve service quality, and enhance user outcomes.

5%

Project Planning & Management

1. Supports planning for product and service initiatives, including defining goals, scope, and timelines for enhancements and new capabilities.

2. Coordinates with internal teams, peer partners, and external vendors to ensure alignment between product direction and delivered capabilities.

5%

Communications & Training

1. Acts as a product and service liaison across the organization and campus, ensuring clear communication of service offerings, updates, and roadmap direction.

2. Translates technical capabilities into clear, consumable service offerings to support campus understanding, adoption, and effective utilization.

3. Communicates product updates, changes, and timelines to stakeholders in a clear and structured manner.

5%

Other

1.Actively contributes to promoting equity, diversity, and inclusion across the organization and UCLA’s campus. 2.Actively promotes the organization’s core values and consistently integrates innovation, employee fulfillment, teamwork, respect, excellence, integrity, service, and accountability into each aspect of their work. 3.Maintains current knowledge of University policy and procedure; effectively, consistently and fairly applies University policy and/or campus/division procedures for assigned area and team members supervised; complies with University, Campus and division policies and procedures regarding privacy of information, authorized use of University resources and the security of University systems and data. 4.Performs other related responsibilities as requested and when necessa

5%

•

Performs other duties as assigned.

•

Complies with all policies and standards.

•

Complies with the University of California, Los Angeles (UCLA) Principles of Community.

•

This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

QUALIFICATIONS

Bachelor's Degree

in one or more of the following fields: business administration, organization development, communication, or public administration, or related field or equivalent combination of experience/training.

Required

Five Years

Experience working in one or more of the following fields: information technology, application services, product services, computer science, computer information systems, or related field.

Required

Experience working in a project-based environment using leading project management practices including schedule management, status reporting, and communication of project risks and issues.

Required

Experience participating in activities to advance an inclusive environment that values equity, diversity, inclusion and belonging.

Required

Experience in complex higher education environments, serving academic and administrative functions of a large public university.

Preferred

Seven or more years

Experience working in one or more of the following fields: information technology, application services, product services, computer science, computer information systems, etc.

Preferred

Certified Scrum Product Owner

Preferred

Advanced knowledge of Customer Success Product development concepts, practices, standards, and processes.

Required

Proven ability to identify key issues critical to the organization's long-range success of a desired product or service.

Required

Analytical mindset, with experience in data-driven decision-making and performance measurement.

Required

Proven track record of delivering successful products that meet user needs and drive value.

Required

Strong written and verbal communication skills and is able to communicate complex technical ideas to a diverse community of colleagues and stakeholders. Can relay technical information to audiences of technical and non-technical stakeholders.

Required

Able to establish and advance positive working relationships and a strong rapport with a diverse community of colleagues including team members, stakeholders, and customers.

Required

Advanced organizational skills and is able to balance competing priorities and deliver concurrent projects to various stakeholder types.

Required

Advanced problem-solving skills; ability to uncover root of difficult problems and scope solutions based on knowledge of available resources and timelines as well as awareness of vision and strategy. Seeks information from multiple and diverse sources to inform solutions. Demonstrated ability to mak

Required

Thinks creatively and introduces innovations such as the incorporation of new technologies or processes. Thrives in an ever-changing, fast-paced environment.

Required

SPECIAL REQUIREMENTS AND/OR CONDITIONS OF EMPLOYMENT

Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.

LOCATION AND PHYSICAL, ENVIRONMENTAL, MENTAL (PEM) REQUIREMENTS

Environment and Work Location Information

Environment Type:

Non-Clinical Setting

Location Setting:

Campus

Location:

Wilshire Center

Standing/Walking

X

Sitting

X

Bending/Stooping

X

Squatting/Kneeling

X

Climbing

X

Lifting/Carrying/Push/Pull 0-25 lbs

X

Lifting/Carrying/Push/Pull 26-50 lbs

X

Lifting/Carrying/Push/Pull over 50 lbs

X

Physical requirements other

X

Chemicals, dust, gases, or fumes

X

Loud noise levels

X

Marked changes in humidity or temperature

X

Microwave/Radiation

X

Operating motor vehicles and/or equipment

X

Exposures other

X

Sustained attention and concentration

X

X

Complex problem solving/reasoning

X

X

Ability to organize & prioritize

X

X

Communication skills

X

X

Numerical skills

X

X

Mental demands other

X

X

Classification 3:  Position in which exposure to blood, body fluids or tissues is not part of the position description. The normal routine task involves no exposure to blood, body fluids or tissues and the employee can decline to perform tasks which involve a perceived risk without retribution.