Principal Product Manager (Omnichannel CX)

About the role

Nextiva is seeking a Principal Product Manager to lead the product strategy and roadmap for mid-market customer experience solutions. This role involves defining capabilities for omnichannel engagement, AI-powered tools, and workflow automation to support growing businesses and BPO operators. You will collaborate with cross-functional teams to deliver innovative products that enhance operational efficiency and customer satisfaction.

Responsibilities

• Own the product strategy, roadmap, and business outcomes for mid-market customer experience solutions.
• Develop a deep understanding of customer needs through direct engagement and market research.
• Define and prioritize investments across omnichannel engagement, shared inboxes, agent workspaces, and AI-powered productivity tools.
• Partner with Engineering, Design, Data Science, and GTM teams to deliver products from concept through launch.
• Lead product discovery efforts to validate opportunities and ensure solutions solve meaningful customer problems.
• Establish success metrics and use customer insights and product telemetry to guide investment decisions.
• Influence executive stakeholders through clear communication and data-driven recommendations.

Required skills

• SaaS Product Management
• Product Strategy
• Product Roadmap
• Customer Discovery
• Cross-functional Leadership
• Data Analysis
• Omnichannel Engagement
• AI-enabled tools

Nice to have

• CCaaS
• Workforce Engagement
• BPO
• Conversational AI
• Automation

Qualifications

• 6+ years of SaaS Product Management experience
• Bachelor's degree in Business, Computer Science, Engineering, or a related field

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Telemedicine coverage
• Life insurance
• Disability insurance
• Flexible Time Off
• Paid Parental Bonding Leave
• 401(k) with company match
• Health Savings Accounts

About the Company

Founded in 2008, Nextiva is a global leader trusted by over 100,000 businesses and 1M+ users worldwide. Headquartered in Scottsdale, Arizona, the company provides an AI-powered, conversation-centric platform for customer experience and team collaboration.