Product Owner - AI Service and Support

We help the world run better At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.      What you’ll do   As a Product Owner for AI Service and Support in Palo Alto, CA, you will help define the support-specific intelligence layer and runtime capabilities that enable SAP support agents, copilots, and engineer-facing applications to operate with trusted context, governed artifacts, reusable tools, and measurable execution quality. Your primary product portfolio will cover the Artificial Intelligence appliance in Service & Support working closely with Technical Support, engineering, architecture, AI teams, compliance, and product stakeholders.   In your daily work, you will:

Own and maintain the roadmap for the AI workstream assigned and communicate product updates through roadmap reviews, demos, release notes, enablement sessions, and structured feedback channels. Shape deployment and rollout controls for support artifacts and agents, including versioning, controlled activation, product-area onboarding, rollback, and adoption monitoring. Translate complex architecture concepts such as context graphs, action graphs, MCP tools, agent-to-agent coordination, policies, traces, evaluations, and feedback loops into clear product capabilities, user stories, and acceptance criteria. Partner with architects and engineering teams to design reusable platform services that can be consumed by support agents, copilots, workflows, and engagement-layer applications. Ensure the AI workstream delivers relevant, explainable, compliant, and auditable context for each agent execution, with clear source traceability and confidence indicators.

What you bring

University degree in business, technology, computer science, engineering, or a related field, or equivalent practical experience. 2+ years of experience in product management, product ownership, business analysis, agile delivery, platform products, or AI-enabled enterprise applications. Strong technical understanding of AI-enabled platforms, engagement layers, backend services, APIs, data sources, and enterprise application integration. Good understanding of generative AI, LLMs, AI agents, retrieval, semantic context, tool registries, artifact registries, MCP layers, and agent runtime orchestration Understanding of governance topics for AI-enabled enterprise systems, including explainability, auditability, policy enforcement, observability, compliance, data protection, and risk management. Good understanding of agile frameworks such as Scrum, Kanban, or SAFe, and how product teams deliver software in iterative increments. Analytical mindset and comfort using telemetry, traces, evaluation results, A/B tests, adoption metrics, and qualitative feedback to guide decisions. Strong communication skills and ability to collaborate with technical and non-technical stakeholders across architecture, engineering, support operations, compliance, and business teams.

Meet your team    You will join the new Palo Alto team focused on support applications, AI-enabled support capabilities, and platform foundations for the next generation of support agents. We build and evolve the Integrated Support Environment and related capabilities that enable SAP's support engineers to help customers efficiently. You will work closely with Technical Support, architecture, AI engineering, compliance, and product teams to shape how support context is assembled, how agent artifacts are governed, how tools are exposed, and how agent executions are monitored and improved