Principal Product Manager, Omnichannel Experience Platform

About the role

The Principal Product Manager, Omnichannel Experience Platform is responsible for owning product strategy and capability roadmaps for enterprise omnichannel experience platforms that support assisted and unassisted customer journeys across various digital and traditional channels.

Responsibilities

• Own product strategy and capability roadmaps for enterprise omnichannel and customer engagement platforms.
• Translate business goals, customer needs, regulatory requirements, and operational constraints into reusable platform capabilities.
• Break down broad business priorities and customer journey needs into clear capability areas, roadmap themes, features, epics, and delivery-ready backlog.
• Build roadmap structures that distinguish between existing platform capabilities, planned enhancements, and true new capability needs.
• Sequence capabilities across near-term delivery needs and longer-term platform evolution.
• Prioritize competing stakeholder needs across business, operations, analytics, technology, and customer experience partners.
• Partner with engineering, architecture, data, privacy, and security teams to shape scalable, resilient, compliant solutions.
• Structure roadmap work so it can connect to platform planning, Jira hierarchy, backlog readiness, and downstream execution.
• Make explicit tradeoff decisions across build, buy, defer, consolidate, deprecate, and optimize options.
• Identify capability gaps, platform duplication, operational friction, and opportunities to simplify the ecosystem.
• Define success metrics and connect platform decisions to measurable business, customer, operational, or technical outcomes.
• Lead roadmap governance, stakeholder alignment, and executive-level communication.
• Use customer, business, platform, and performance data to inform roadmap decisions.
• Bring practical understanding of AI-enabled product capabilities, including evaluation, governance, risk, and operational readiness.
• Own platform capabilities that connect assisted and unassisted customer experiences across digital self-service, call center, retail, field, IVR, chat, messaging, telesales, partner channels, and agent tools.
• Define the connective tissue between channels, including identity, customer context, order state, service state, recommendations, next-best-action, case history, handoffs, and recovery paths.
• Partner with service, sales, digital, retail, and technology teams to sequence platform capabilities within a larger customer experience transformation.
• Support modernization and consolidation of omnichannel capabilities where duplicate tools, fragmented workflows, or channel-specific silos create complexity.
• Ensure platform decisions account for operational scalability, reliability, privacy, security, compliance, and frontline usability.
• Evaluate AI-enabled opportunities in agent assist, IVR, chat, knowledge retrieval, routing, summarization, workflow automation, and customer self-service with appropriate governance and measurement.

Qualifications

• 10+ years of product management or directly comparable platform product leadership experience.
• 5+ years owning product strategy, capability roadmaps, or platform capabilities for enterprise omnichannel, customer engagement, digital self-service, assisted service, contact center, retail, field, messaging, agent tools, or customer experience platforms at meaningful scale.
• Demonstrated ownership of product roadmaps, prioritization, sequencing, and tradeoff decisions.
• Experience translating broad business needs into structured platform roadmaps, features, epics, and delivery-ready backlog.
• Experience working deeply with engineering, architecture, data, privacy, security, analytics, and business stakeholders.
• Evidence of measurable outcomes from platform decisions, not only project delivery or operational support.
• Experience operating in complex enterprise environments with senior stakeholder alignment and governance forums.
• Strong written and verbal communication skills with the ability to explain complex platform decisions to executives and cross-functional teams.
• Comfort working through ambiguity, competing priorities, technical constraints, and transformation complexity.

Preferred Qualifications

• Experience with omnichannel, service, sales, or customer engagement platforms such as agent desktop, CRM, case management, IVR, CCaaS, chat, messaging, digital self-service, retail tools, field tools, order management, customer identity, knowledge management, or next-best-action platforms.
• Experience with platforms such as Salesforce Service Cloud, Salesforce Health Cloud, Salesforce Agentforce, Genesys, Google CCAI, Pega, NICE, Verint, Adobe Experience Manager, custom digital self-service platforms, or comparable enterprise systems.
• Experience connecting assisted and unassisted experiences across channels.
• Experience with customer context passing, state management, identity, entitlement, order flows, service recovery, or agent workflow optimization.
• Experience building reusable platform capabilities that serve multiple channels, journeys, or business teams.
• Experience supporting high-volume consumer, subscription, telecom, media, streaming, financial services, retail, healthcare payer, marketplace, or enterprise SaaS environments.
• Practical fluency with AI tools or AI-enabled product capabilities, including how to evaluate impact, risk, and operational readiness.