Director, Product Management for Customer Engagement Platform

About the role

We are seeking an accomplished Director of Product Management to lead the Customer Engagement Platform (CEP) product organization at Gen Digital. CEP powers licensing, identity, and customer-facing experiences across Gen’s multi-brand portfolio, including Norton, Avast, LifeLock, AVG, Avira, and CCleaner, serving hundreds of millions of users worldwide.

As a senior member of the product leadership team, you will own the end-to-end product strategy and roadmap for licensing infrastructure, identity backend platforms, and the next-generation customer portal. You will work in close partnership with Engineering, Design, Data, Finance, and Commercial stakeholders to deliver platform capabilities that drive acquisition, retention, and monetization at scale.

Key Responsibilities

• Define and communicate a multi-year product vision and roadmap for the Customer Engagement Platform, spanning licensing infrastructure, identity backend services, and the next-generation customer portal, while ensuring alignment with Gen’s commercial objectives across eCommerce, subscriptions, and renewals.
• Lead, mentor, and grow a team of product managers by establishing strong product rituals, prioritization frameworks, and a culture of data-informed decision-making across both platform and consumer-facing workstreams.
• Own the product roadmap for Gen’s licensing and entitlement infrastructure, including platform APIs, entitlement models, and licensing lifecycle management covering trial, activation, renewal, and transfer across diverse go-to-market motions, including direct and channel partnerships.
• Drive the identity backend product roadmap, including authentication, account management, and single sign-on across Gen’s brand ecosystem, championing security-first design while delivering high-conversion, low-friction user experiences at global scale.
• Lead the strategy for Gen’s next-generation customer portal, a unified and composable experience serving millions of subscribers, by prioritizing features that drive measurable outcomes in activation, cross-sell, upsell, and retention, while leveraging personalization infrastructure and in-product messaging to deliver contextually relevant experiences.
• Partner closely with Engineering, Design, Finance, and Revenue Operations to align the platform roadmap with go-to-market strategy, pricing models, and customer acquisition and retention goals.
• Serve as the primary product point of contact for CEP across eCommerce, payments, billing, and accounts leadership, navigating complex multi-brand and multi-region dependencies with strong stakeholder alignment.
• Drive the adoption of AI and data-driven experimentation within the product development lifecycle to accelerate delivery velocity and strengthen product intelligence across the platform.
• Lead talent management efforts, including recruitment, mentoring, performance management, and organizational development for a global, multicultural product team.
• Partner closely with Legal, Compliance, and Security to ensure platform adherence to data privacy, licensing integrity, and regional regulatory requirements, including GDPR and applicable identity and consumer protection standards.
• Represent the product function in cross-functional and executive forums, contributing to company-wide strategy and decision-making related to monetization, platform modernization, and the customer lifecycle.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Business, Engineering, or a related field.
• 12+ years of progressive product management experience, including at least 4 years in a senior product leadership role managing product management teams.
• Deep domain expertise in one or more of the following areas: software licensing platforms, identity and authentication systems, or B2C customer portal products, with a demonstrated track record of building platform products that operate at scale for 100M+ users or transactions.
• Experience defining and delivering API-driven platform products in close partnership with engineering organizations, with the ability to engage at the architecture level on licensing entitlements, identity protocols, and portal infrastructure.
• Strong command of product metrics, experimentation frameworks, and data-informed roadmap prioritization, with a proven ability to influence and align senior stakeholders across Engineering, Commercial, and executive functions.
• Excellent written and verbal communication skills in English, with the ability to translate complex platform trade-offs into clear business impact for executive audiences.
• Experience working in global, matrixed organizations spanning multiple time zones and cultures.
• Experience in consumer software, cybersecurity, SaaS, or digital subscription businesses is highly desirable.
• Experience working across a multi-brand product portfolio with shared platform infrastructure is a plus.
• Exposure to AI-driven personalization, recommendation engines, or agentic product experiences is a plus.