Senior Product Manager for AI-Driven Ticketing Product

  • Lahore, Punjab, Pakistan
  • Full-time
  • Product Management

About 7Vals
7Vals is a collective of passionate innovators and builders, applying best practices to ensure awesomeness. We build disruptive enterprise software products used by Netflix, NBC Universal, Disney, John Deere, BBC, and more.

Role Overview

This role is the product lead for our next generation AI-Powered Ticketing System - a product built for mid-market IT departments that need automation, intelligence, and predictable execution. You will define and deliver a platform that uses workflows, automations, knowledge systems, and AI agents working together to drive resolution to IT and ticket incidents.

You will own major product pillars end-to-end and operate as both a systems thinker and rapid builder, shaping how human and AI workflows come together into a unified product experience.

Who You Are

  1. Lightning-fast executor: Bias toward action, momentum, and learning. Leverages AI tools as a force multiplier deciding, building, and validating in hours, not days.
  2. Extreme owner: You pursue the outcome results, not just the delivery. You really care about the product, making it better and better for customers, by being a critical evaluator of your solutions, spotting gaps, and driving improvements.
  3. Self-reflective learner: Regularly audits your own playbook seeking feedback, iterating on your process, and mentoring peers in rapid skill growth.
  4. Master problem-solver: Breaks down ambiguity into clear hypotheses, rapid experiments, and creative, high-impact solutions.
  5. Rapid domain learner: Drinks from the firehose quickly developing fluency in IT solutions, AI workflows, and customer pain points to drive meaningful growth.
  6. Teamwork Partner: Cultivates trust with engineers, data scientists, stakeholders, and customers deeply listening to uncover root problems and co-create exceptional solutions.
  7. Systems Thinker: You think holistically how multiple AI agents, knowledge bases, and workflows connect into a unified system. 

Key Responsibilities

  1. Lead Vision for AI-powered Ticketing Product
    1. Define how LLMs, tools, agents, and knowledge systems work together to power an ITSM CoPilot.
    2. Own the model for autonomous resolution: intent detection, agent orchestration, guardrails, knowledge integration, and human escalation.
    3. Establish principles for safety, accountability, and predictable agent behavior.
  2. Drive Research-Led Innovation
    1. Run rapid discovery cycles combining user interviews, workflow observation, competitive research, and AI capability testing.
    2. Frame every opportunity with clearly documented problem statements, hypothesis trees, and impact sizing before solutionizing.
    3. Translate ambiguous IT workflows (onboarding, troubleshooting, ticket resolution) into structured sequences where humans, systems and AI Agents work together to resolve tickets.
  3. Build Fast, Learn Faster
    1. Ship in short cycles: MVPs in weeks, not months. Wireframes, scripts, or low-code demos are expected deliverables.
    2. Use AI tools, pre-trained models, and no-code stacks to validate ideas in-market quickly.
  4. Pivot with Purpose
    1. Design tight research build measure cycles to ensure hypotheses are either proven or discarded.
    2. Monitor qualitative and quantitative feedback loops to trigger fast course corrections.
    3. Set directional bets, but detach from sunk cost pivot cleanly when hypotheses fail.
    4. Communicate pivots transparently to keep teams and stakeholders aligned.
  5. Manage Speed Without Chaos
    1. Lead cross-functional team around monthly OKRs tied to your North-Star metric.
    2. Ensure the team works on the right problems, not just what’s easy to build.
    3. Provide a clear monthly summary of direction, progress/risks, experiments, lessons, and next-sprint plans.
    4. Coach PMs on hypothesis-led decision-making and owning outcomes.

Required Skills & Qualifications

  1. 4-7 years of PM experience including at Senior level in Business SaaS, Business workflows/automations, ITAM/ITSM, or AI-powered products
  2. Systems Thinking: Demonstrated ability to build plans composed of multiple engines, services, or components. Ability to break down ambiguous problems into well structured workflows and systems.
  3. Technical Aptitude: Conceptual grasp of IT solutions and AI/ML workflows; comfortable engaging with APIs, data models, and analytics tools
  4. Mindset: thrives on ambiguity, loves technology, goal driven (owns the outcome), data-driven, customer obsession/research, bias toward action
  5. Excellent communication, collaboration, and leadership skills
  6. Degree in Computer Science, AI, or technical related field
  7. Not required but is a key plus: Experience building Agentic AI systems or ITAM/ITSM systems, startup or hyper-growth experience
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