Senior Product Manager, Switchboard

An overview of this role

As a Senior Product Manager for Switchboard, you'll shape how customers manage their GitLab Dedicated infrastructure and how our engineering teams operate a growing fleet of customer instances. Switchboard is the control plane for Dedicated: it helps internal teams scale upgrades and maintenance, while giving customers a place to configure their infrastructure, understand the health of their environment, and receive critical updates.

You'll own the product vision and roadmap, balancing technical and operational needs with a clear, useful customer experience. Dedicated is GitLab's fastest-growing deployment option, and your work will help the business support more customers efficiently. You'll have the autonomy to identify the most important problems and decide where Switchboard should go next, with support from your manager and engineering partners.

• Set the vision and roadmap for Switchboard, connecting customer needs and internal operational challenges to priorities for the engineering team.
• Work with engineering and site reliability engineering teams to improve the tools used to operate Dedicated instances, including upgrades and maintenance.
• Improve the customer-facing console so customers can manage infrastructure settings, configure private networking and authentication, and understand their instance's health.
• Talk directly with customers to understand their needs, explain product decisions, and use their feedback to shape the roadmap.
• Bring a strong user experience perspective to product decisions. Work hands-on with engineering to develop and refine workflows, including when a dedicated design partner isn't available.
• Explore opportunities to improve the tooling and experience for customers migrating from self-managed GitLab to Dedicated, how we help manage incidents, and to extend Switchboard to support GitLab.com as its architecture evolves.
• Experience owning a product vision and roadmap and working with engineering to deliver improvements for users.
• Technical understanding that helps you discuss infrastructure and operational tradeoffs with engineers and translate them into clear product decisions.
• A strong focus on user experience, with experience making complex technical workflows easier to understand and use.
• Clear communication and the ability and interest to work directly with customers. Experience with internal tools is relevant, provided you're comfortable taking on customer-facing product work.
• The ability to work independently, make sense of an evolving problem space, and prioritize across customer experience, operational efficiency, and business needs.
• You may also bring experience with control planes, cloud management consoles, infrastructure products, internal operational tools, customer migrations, or incident management, but these aren't required.

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