Principal Product Manager (Omnichannel CX)

About the role

Redefine the future of customer experiences. One conversation at a time. At Nextiva, we’re reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric platform. Powered by AI, driven by human innovation. Our culture is forward thinking, customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether it’s through our signature Amazing Service®, the technology we create, or the experiences we cultivate, connection is at the core of who we are. If you’re ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong.

Location

This role is open to remote candidates across the United States. Team members located within 40 miles of our Scottsdale headquarters (9451 E. Via de Ventura, Scottsdale, AZ 85256) are expected to work onsite four days per week to support collaboration, speed, and execution. Specific scheduling and flexibility will be guided by your leader to support both team collaboration and individual productivity.

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.

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 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.

Qualifications

• Bachelor's degree in Business, Computer Science, Engineering, or a related field; MBA preferred.

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.

Benefits

Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can be their best, in and out of the office. Our compensation packages are tailored to each role and candidate's qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary and/or hourly wages, incentives, or bonuses. The expected hiring range is $130,000 - $200,000. A different level in the job hierarchy may apply to a specific candidate, resulting in a different hiring range.

Health: Multiple health plan options to suit your needs, including medical, dental, vision, and telemedicine coverage.

Insurance: Life, disability, and supplemental indemnity plans.

Work-Life Balance: Flexible Time Off for salaried employees, PTO for hourly employees, Paid Sick Time, Paid Parental Bonding Leave, and holiday pay.

Financial Security: 401(k) with company match, Health Savings Accounts with company contributions, Dependent Care FSA.

Wellness: Employee Assistance Program (EAP) and comprehensive wellness initiatives.

Growth: Access to ongoing learning and development opportunities and career advancement.