Principal Product Manager (Omnichannel CX)
$130,000–$200,000 year
RemoteUnited States or Scottsdale, Arizona, United States
Job Summary
Principal Product Manager for Nextiva’s omnichannel customer experience platform leading strategy, roadmap, and business outcomes for mid-market and BPO segments. Own opportunities from discovery through launch with cross-functional teams (Engineering, Design, Data Science, GTM). Drive inputs across omnichannel engagement, shared inboxes, agent workspaces, workflow automation, routing, analytics, and AI-powered productivity tools. Collaborate with Sales, Marketing, and Customer Success to articulate product vision, priorities, and customer value; use customer insights and product telemetry to guide investments. Lead AI-enabled product discovery, prototyping, and execution to embed AI capabilities into the customer experience. Required: 6+ years in SaaS product management, experience serving mid-market/enterprise/BPO, ability to translate customer needs into strategy, strong customer-facing skills, cross-functional leadership, data-driven prioritization, familiarity with omnichannel CX platforms, and experience with AI-enabled tooling. Preferred: experience with CCaaS/CX/workforce engagement, BPO or multi-tenant SaaS, AI-powered CX technologies; Bachelor's in Business/CS/Engineering; MBA preferred.
Required Qualifications
- 6+ years of SaaS Product Management experience
- Experience serving mid-market, enterprise, or BPO customer segments
- Translate customer needs into product strategy and measurable outcomes
- Customer discovery and influencing product direction
- Lead cross-functional teams (Product, Engineering, Design, GTM)
- Strong analytical/problem-solving skills with data-driven prioritization
- Familiarity with omnichannel engagement and customer interaction platforms
- Experience using AI-enabled tools to improve productivity or decision-making
- Excellent communication and executive presentation skills
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