Nextiva Principal Product Manager (Omnichannel CX) at Nextiva to lead mid-market customer experience product strategy. Define and deliver capabilities for omnichannel and AI-powered customer experiences.
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.
Qualification
Experience serving mid-marketFamiliarity with omnichannel engagementExperience with contact centerExperience supporting BPOBachelor's degree in Business
Required
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.
Preferred
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.
Bachelor's degree in Business, Computer Science, Engineering, or a related field; MBA preferred.
