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 over time.

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development.

Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted annual combined range for this position is 101900-224000USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 455497 | Work Area: Solution and Product Management | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid