Director, Product Management (Mid-Market)

About the role

The Director, Product Management (Mid-Market) is a strategic leadership role responsible for driving enterprise-wide transformation initiatives that accelerate growth, strengthen client-centric capabilities, and enhance market competitiveness within the mid-market segment. This role carries a clear mandate to build, scale, and evolve the organization’s mid-market presence, partnering with senior leadership and cross-functional teams to design and execute transformation programs that unlock new growth opportunities.

This role translates market insights, client needs, and emerging trends—including AI-driven capabilities—into actionable initiatives that differentiate offerings, expand market share, and position the organization as a leader in mid-market CX solutions.

Responsibilities

• Strategic Lead a portfolio of mid-market-focused transformation initiatives, with a focus on driving revenue growth, improving scalability, and enhancing client engagement
• Translate market trends, competitive intelligence, and client insights into actionable programs that strengthen positioning, increase win rates, and accelerate growth across the mid-market segment
• Partner with senior leadership to define and execute a mid-market growth roadmap, including prioritization of target segments, solutions, investments, and operating models
• Develop and enable sales and market-facing teams with differentiated messaging, value propositions, and solution narratives tailored to mid-market buyers
• Identify and integrate AI-driven capabilities and digital innovations into mid-market solutions to enhance differentiation, scalability, and client outcomes
• Drive alignment between product, delivery, and sales organizations to ensure offerings are competitive, market-relevant, and optimized for mid-market clients
• Manage strategic vendor and ecosystem partnerships to enhance solution breadth, support innovation, and deliver cost-efficient, scalable services aligned to mid-market needs
• Establish and track KPIs tied to mid-market growth, pipeline development, win rates, client satisfaction, and transformation outcomes; leverage insights to continuously refine strategy
• Influence senior stakeholders and lead cross-functional teams to align priorities, accelerate execution, and deliver measurable mid-market expansion and performance results

Requirements

• 10+ years of experience in transformation, operations, strategy, or growth-focused roles within enterprise environments
• Proven ability to lead cross-functional transformation initiatives that drive growth and measurable business impact
• Demonstrated success building, scaling, or expanding solutions and capabilities within the mid-market segment
• Experience in BPO, CX services, shared services, or transaction-processing environments preferred
• Strong understanding of market dynamics, client expectations, and emerging trends (including AI) within CX and service delivery
• Bachelor’s degree required; advanced degree a plus
• Experience supporting mid-market growth strategies with a strong emphasis on sales enablement and client-centric solutions
• Experience integrating AI, analytics, or digital capabilities into client solutions
• Experience managing vendor and partner ecosystems within a technology or services-driven environment

Preferred Experience

• Flexible Working