[Remote] Principal Product Manager (Omnichannel CX)
Note: The job is a remote job and is open to candidates in USA. Nextiva is a global leader in customer experience, reimagining how businesses connect through an AI-powered platform. They are seeking a Principal Product Manager to lead the mid-market customer experience product strategy, focusing on delivering innovative omnichannel and AI-powered experiences to enhance customer satisfaction and operational efficiency.
Responsibilities
- Own the product strategy, roadmap, and business outcomes for Nextiva's mid-market customer experience solutions serving organizations with 100–2,500 employees and BPO operators
- Develop a deep understanding of customer needs through direct engagement with customers, prospects, internal stakeholders, and market research
- Define and prioritize investments across omnichannel engagement, shared inboxes, agent workspaces, workflow automation, routing, analytics, and AI-powered productivity tools
- Partner with Engineering, Design, Data Science, and GTM teams to deliver products from concept through launch and adoption
- Lead product discovery efforts to validate opportunities, gather feedback, and ensure solutions solve meaningful customer problems
- Drive product launches and adoption strategies that support Nextiva's growth in the mid-market segment
- Establish success metrics and use customer insights, operational KPIs, and product telemetry to guide investment decisions
- Collaborate with Sales, Marketing, and Customer Success teams to communicate product vision, roadmap priorities, and customer value
- Influence executive stakeholders through clear communication, strong business cases, and data-driven recommendations
- Leverage AI tools and emerging technologies to improve product discovery, prototyping, decision-making, and execution while identifying opportunities to embed AI-driven capabilities into the customer experience
Skills
- 6+ years of SaaS Product Management experience, including ownership of customer-facing products from strategy through delivery
- Experience serving mid-market, enterprise, or BPO customer segments with a strong understanding of customer service, contact center, or customer experience workflows
- Demonstrated ability to translate customer needs into product strategy, roadmaps, and measurable business outcomes
- Strong customer-facing skills with experience conducting customer discovery, validating requirements, and influencing product direction through customer insights
- Experience leading cross-functional teams and driving alignment across Product, Engineering, Design, and GTM organizations
- Strong analytical and problem-solving skills with experience using data to prioritize investments and measure success
- Familiarity with omnichannel engagement, digital customer service, messaging, social, voice, chat, or related customer interaction platforms
- Experience using AI-enabled tools to improve productivity, research, prototyping, product development, or decision-making
- Excellent communication and executive presentation skills
- Experience with contact center, CCaaS, CX, workforce engagement, or customer service platforms
- Experience supporting BPO, outsourcing, or multi-tenant SaaS environments
- Familiarity with AI-powered customer experience technologies, automation, routing, agent assist, or conversational AI solutions
- Bachelor's degree in Business, Computer Science, Engineering, or a related field; MBA preferred
Benefits
- Multiple health plan options to suit your needs, including medical, dental, vision, and telemedicine coverage
- Life, disability, and supplemental indemnity plans
- Flexible Time Off for salaried employees, PTO for hourly employees, Paid Sick Time, Paid Parental Bonding Leave, and holiday pay
- 401(k) with company match, Health Savings Accounts with company contributions, Dependent Care FSA
- Employee Assistance Program (EAP) and comprehensive wellness initiatives
- Access to ongoing learning and development opportunities and career advancement
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