Pantheon Systems, ‘AI-Assisted Execution, Access Management, Dashboard’
SENIOR PRODUCT MANAGER, PANTHEON SYSTEMS
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My work at Pantheon Systems is unified by one goal: give every customer, from a solo website developer to a large agency or Enterprise company, secure self-serve control over who has access to what, built on a unified data model and dashboard.
As Senior Product Manager, I own three interlocking workstreams in service of that goal: using AI to accelerate execution and surface legacy technical debt, owning identity and access management for every customer on the platform, and, previously, leading the team that modernized our customer-facing dashboard.
AI-Assisted Execution
I used Claude and Gemini to analyze thousands of customer support tickets, searching for repeatable patterns tied to my area of the organization. Within those, I outlined around a dozen recurring patterns that could be resolved with a final update from Engineering (2 patterns) or with playbooks Customer Support team members could execute, no code or PRs required, to either resolve the customer issue or fast-track investigations to get engineering to solve them faster. One pattern highlighted the need to look into a legacy, neglected service that, long story short, is now prioritized to decommission and replace with something more stable and performant.
I’ve also created 5 prototypes to lead planning with Design and Engineering on how to bring the new layer of the customer data model to the customer experience, incorporating our company’s design system, and used AI to plan, model, test, and validate migration strategies for shifting existing customers to the new data model.
Access Management
I own IAM, roles, permissions, access management, and authorization, for every customer on the platform, tens of thousands of accounts. This year we rolled out MFA for all customers, free and paying alike. I also developed a restricted workspace feature that gives large enterprise customers the ability to lock down specific assets and require their agency partners to log in through the enterprise’s own SSO, without disrupting the other spaces those agencies use to work in and support their other customers. I own the authorization service underlying all customer memberships, including roles and permissions.
Dashboard
Until moving to my current access management focused team, I was responsible for the Dashboard team, comprised of frontend engineers with a focus on the customer dashboard. It was broad and sprawling. We launched a completely modernized, rebuilt site dashboard and brought it into the same code and experience as the rest of the customer dashboard experience, uniting 2 dashboards into 1. With this we switched over to adopting GraphQL for the dashboard and rebuilt all site dashboard queries and mutations into Grafbase. I partnered with and championed the design system team (2 engineers) and incorporated a new design system into the dashboard, reducing outstanding accessibility issues by 95%, bumping up our WCAG rating to WCAG AA 2.2, the most current, and we are very close to launching dark mode for the dashboard. While I no longer manage the frontend engineers, I was responsible for the project’s research and ideation, and have remained the product manager championing its creation.
Scale: IAM and authorization for tens of thousands of customer accounts, free and paying
AI-assisted patterns: around a dozen recurring support patterns identified, resolved via 2 engineering fixes and support-led playbooks
Security: company-wide MFA rollout and enterprise SSO-gated restricted workspaces for large agency partners
Accessibility: 95% reduction in outstanding accessibility issues, WCAG AA 2.2 rating achieved
Unification: 2 dashboards merged into 1, rebuilt on GraphQL and Grafbase
All three workstreams point toward the same horizon: in Q1 2027, Pantheon Systems kicks off a company-wide migration to a new customer data model, and this access management, AI-assisted execution, and dashboard modernization work lays the groundwork for that transition.