Director, Product Management, Operations & Service Management (OSM)

OPENTEXT - THE INFORMATION COMPANY

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Join us.

OpenText is rethinking enterprise software for an agentic AI world. As AI agents increasingly become the primary actors across enterprise workflows, software must evolve from UI-centric applications into secure, data-rich, workflow-aware execution platforms. In this model, durable advantage shifts away from screens and seat count toward trusted data, workflow logic, permissions, governance, and the ability to safely automate real work across complex environments.

TheDirector, Product Management, Operations& Service Management (OSM)will help define product vision, strategy, and execution for the next generation of OSM, spanning ITOM, Observability, AIOps, Service Management, CMDB, Asset Management, and automation.

This leader will help shape an AI-native OSM platform that treats products such as SMAX not just as user applications, but as execution engines where AI agents can create, resolve, and orchestrate work end to end. The role combines hands-on product leadership with broader platform thinking.

Your Impact

• Define what we build across the OSM portfolio, focusing on how agentic AI reshapes workflows, architecture, and business models. Scope may range from owning a major domain to shaping broader strategy.
• Drive the shift to API- and data-first platforms where humans and AI agents work from a shared system. Connect observability, service management, automation, and AI to reduce manual work and improve outcomes.
• Partner with engineering, design, operations, and GTM to deliver enterprise-ready, governable products for an AI-first future.

What the Role Offers

AI-Native Product Leadership

Help define product direction for an AI-native OSM portfolio, identifying where AI agents should assist, automate, or fully execute workflows, and where human control, governance, and explainability must remain explicit.

Shift from UI-First to Data- and Workflow-First

Drive the evolution of products so APIs, data models, workflow logic, permissions, and telemetry become first-class design concerns. User interfaces still matter, but increasingly as generated, adaptive, or copilot-style layers, not the only way work gets done.

Reposition the Competitive Moat

Strengthen differentiation through trusted enterprise data, deep workflow knowledge, service models, automation logic, governance, and cross-system orchestration, not just feature breadth or dashboard depth.

SMAX as an Execution Engine

Help shape service management so AI agents can create, classify, enrich, route, resolve, and close tickets end to end, with humans involved by exception, approval, escalation, or policy. Position SMAX and related workflow products as orchestration and execution layers for both human and machine work.

Outcome and Consumption-Based Business Models

Partner across product, finance, sales, and operations to explore pricing and packaging models that better reflect value creation in an AI-first world, including transactions, automations, workflows, or agent-driven outcomes rather than relying only on per-seat licensing.

Cross-Functional Product Execution

Work across engineering, cloud operations, security, design, support, sales, and customer success to turn emerging AI and market shifts into shipped capabilities, clear roadmap choices, and measurable customer outcomes.

What You Need to Succeed

• 8–15+ years in enterprise product management (ITOM, observability, service management, workflow automation, AIOps, or similar).
• Strong AI-native product instincts (agents, copilots, APIs, workflows, data models, human-in-the-loop design).
• Ability to link product strategy with architecture, including data, permissions, telemetry, and orchestration.
• Experience defining platform strategy across APIs, extensibility, automation, and integrations (not just UI/features).
• Business acumen across pricing, packaging, adoption models, and value measurement in AI-driven products.
• Strong customer focus, executive communication, and ability to drive clarity and action in fast-changing, ambiguous environments.

Key Responsibilities

• Define OSM product strategy and roadmap priorities in the context of agentic AI and evolving customer workflows.
• Determine where experiences should be human-led, copilot-assisted, or agent-driven, and translate into clear requirements and metrics.
• Drive evolution to API-first, workflow-centric, data-rich platforms supporting both human and autonomous execution.
• Partner with engineering and architecture to ensure alignment on trust, permissions, governance, and operational control.
• Collaborate with design, customers, and field teams to validate priorities, refine UX, and sharpen differentiation.
• Contribute to pricing and monetization strategy, while driving alignment, prioritization, and (at senior levels) cross-portfolio direction.

How Success Will Be Measured

• Clear product direction in areas where AI is changing user behaviour, architecture, and monetization.
• Faster, higher-confidence decisions on roadmap priorities and platform investments.
• Stronger product differentiation based on workflow intelligence, automation depth, trusted data, and enterprise-grade governance.
• Improved alignment between customer problems, product design, engineering execution, and business outcomes.
• Evidence of cross-portfolio influence, stronger organizational alignment, and meaningful contribution to platform and business model evolution.
• Evidence that OSM products are becoming more automation-ready, agent-accessible, and commercially aligned to the next era of enterprise software.

One last thing

OpenText is more than a corporation—it’s a global community built on trust, character, and purpose. Here, we act ethically, care deeply about people, and always put our customers first. We help teams succeed through collaboration, tackle challenges with resilience, and innovate with intention.

Join us on our mission to drive positive change through privacy, technology, and teamwork. At OpenText, we don’t just have a culture—we live our values. Choose us because you want to be part of a company that empowers you to make a meaningful impact.

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in ourEqual Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please submit a ticket atAsk HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.