Principal Product Manager, Omnichannel CX

🔥 1 minute ago

🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

✅ Product Manager

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Nextiva

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2006

💼 Consulting

📣 Marketing

📦 Logistics

💰 $200M Private Equity Round on 2021-09

Consulting • Marketing • Logistics

Nextiva is a leading provider of unified customer experience management solutions, offering an AI-powered platform that integrates customer interactions across various channels such as voice, live chat, messaging apps, SMS, email, social media, and video. Their platform is designed to help businesses enhance customer journeys, improve contact center efficiency, and increase customer retention through intelligent automation and real-time insights. Nextiva's solutions are tailored for both small businesses and enterprise-level organizations seeking to consolidate and optimize their technology investments while maintaining compliance and security standards. They are widely recognized for their advanced AI capabilities, which include sentiment analysis, language detection, and workflow automation.

📋 Description

• 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 deep understanding of customer needs through 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 supporting 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 to communicate product vision, roadmap priorities, and customer value • Influence executive stakeholders through clear communication, business cases, and data-driven recommendations • Leverage AI tools and emerging technologies to improve product discovery, prototyping, decision-making, and execution • Identify opportunities to embed AI-driven capabilities into the customer experience

🎯 Requirements

• 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 • Strong understanding of customer service, contact center, or customer experience workflows • Ability to translate customer needs into product strategy, roadmaps, and measurable business outcomes • 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 for productivity, research, prototyping, product development, or decision-making • Excellent communication and executive presentation skills • Preferred: experience with contact center, CCaaS, CX, workforce engagement, or customer service platforms • Preferred: experience supporting BPO, outsourcing, or multi-tenant SaaS environments • Preferred: 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

• Supplemental health plan with coverage for prescriptions, paramedical expenses, dental and vision care • Company-paid life and disability coverage • Flexible Time Off (FTO) for salaried employees • Paid holidays • RRSP employee long-term savings plan with company match • Employee Assistance Program • Comprehensive wellness initiatives • Ongoing learning and development opportunities • Career advancement • Competitive compensation • Equity participation • Comprehensive benefits