Senior Product Manager - Service Assurance Management

Fastly helps people stay better connected with the things they love. Fastly’s edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as close to their end-users as possible — at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development. Fastly’s customers include many of the world’s most prominent companies, including Vimeo, Pinterest, The New York Times, and GitHub.

We're building a more trustworthy Internet. Come join us.

Senior Product Manager - Service Assurance Management 

Fastly is looking for a Senior Product Manager to join our Product Management team, and take ownership of Service Assurance Management at Fastly. A Service Level Agreement (SLA) sets the right expectations with customers for products and services delivered and can be a key component in strengthening the working relationship between customers and a service provider.

You are a customer-obsessed strategic problem solver, closely collaborating with business and engineering partners across Fastly, and employing strong interpersonal skills, and enjoy a fast-paced and high-growth environment. You have a passion for service availability, and using data to analyze metrics. Your success in this role will be demonstrated by the ability to understanding critical customer business needs that can be translated into a clear and consistent approach to effectively manage, measure, and monitor Fastly Platform service levels. This will define the necessary commitments between Fastly and its customers, building confidence and trust in Fastly as the market leading edge cloud platform.

What You'll Do:

The Service Assurance PM has responsibility and accountability for defining and maintaining a Service Assurance Management and lifecycle process, and the effective delivery of SLAs developed in that process.

• Conduct qualitative and quantitative research on customer needs and motivations, industry trends, the competition, and other relevant areas of focus to understand critical business KPIs and SLOs and drive the identification, definition and implementation of Fastly Platform SLAs
• Partner with Finance, Legal, Sales, Program Management, and other key teams to develop a service level management lifecycle process and deliver SLAs from concept to launch, owning every step and driving consensus from multiple teams
• Define the strategy and roadmap for Fastly Platform Service Assurance
• Determine Fastly Platform KPIs (metrics) and SLOs to measure internally, and provide access to internal-facing data and visualizations (measurement, monitoring, and notification) for Fastly Platform KPIs (metrics) and SLOs to key Fastly stakeholders
• Build trusted relationships with Engineering, Product Management, Developer Relations teams and employ them to help imagine, prioritize, build and deploy Fastly Platform SLAs
• Execute on the strategy and roadmap to make external-facing SLAs available to customers that map to Fastly Platform KPIs and SLOs, favoring automation over people and manual efforts
• Develop and maintain access to external-facing data and visualizations for Fastly Platform KPIs (metrics) in Observability, specifically for reporting on Fastly Platform SLAs
• Partner with Operations teams to align on the impact of incidents, maintenance, and more on SLAs to help determine decisions and process customer disputes, exemptions, and compensation

What We're Looking For: 

We are looking for a customer-obsessed self-starter with a natural affinity for understanding the level of service customers expect and aligning that with value Fastly provides, delivered through SLAs that can be effectively measured and monitored. You are passionate about service availability, and use data and analytics tools to determine the service parameters and thresholds that customers care about.

• 5+ years of product management, site reliability, or cloud infrastructure management experience, preferably with SaaS, PaaS, or IaaS products or services
• Customer focused, seeking a deep understanding of targe