Assistant Director - Product Management, Engagement Center and Customer Experience Enablement

Principal Financial Group•Des Moines, IA

17d•Hybrid

About The Position

We're looking for an Assistant Director of Product Management to lead our Engagement Center Enablement (ECE) and Customer Experience Enablement (CXE) product families. This team supports how we engage with customers across channels by enabling capabilities like customer feedback and insights, data aggregation, voice and contact center technology, agent experience, and digital messaging (chat and video). Together, these products power how we understand and serve our customers, helping us improve experiences, strengthen relationships, and support our mission of making financial security accessible to all. You’ll lead a team of four Product Managers who are driving outcomes across integrated cross-functional product teams. You’ll shape product strategy, strengthen our product management practices (including discovery and product health measurement) to align with our enterprise Product COE and product organization, and set direction to strategically grow the product family. You’ll bring strong product leadership, along with technical fluency in areas like AI, contact center platforms (e.g., Genesys Cloud), and experience management tools (e.g., Qualtrics). You'll have the opportunity to Build and scale high-performing teams, leading and coaching Product Managers to deliver high-quality products and achieve important results Shape product strategy by defining and executing the vision and roadmap across customer engagement platforms (including Genesys Cloud and Qualtrics), aligned to enterprise priorities, communicating priority and goals Lead through data and insight, identifying key problems, influencing decisions, and driving measurable business and customer outcomes Foster innovation and growth, advancing platform capabilities and enabling new solutions that support future business needs Drive cross-functional alignment, partnering with engineering, design, business, and product leaders to deliver seamless, customer-centered experiences Act as a product leader and change agent, strengthening product management practices and elevating the discipline across the department Influence across the enterprise, collaborating with peer product leaders to drive alignment and outcomes across platforms, domains, and business units Own product performance, using data to assess product health, track outcomes, and continuously optimize impact and investment Operating at the intersection of financial services and technology, Principal builds financial tools that help our customers live better lives. We take pride in being a purpose-led firm, motivated by our mission to make financial security accessible to all. Our mission, integrity, and customer focus have made us a trusted leader for more than 140 years.

Requirements

8+ years of business, technology, or product management experience; or equivalent demonstrated through the following: work experience, training, military experience, or education
5+ years working in a highly collaborative, fast-paced product environment
2+ years of formal leadership experience, coaching and mentoring in a professional setting
Experience partnering with teams in a matrixed environment and supporting technology products through an agile environment
Experience resolving solutions to complicated problems using good judgment and positive relationships to assess risk, and lay-out your argument in a well-structured, data-informed narrative
Excellent communication skills include the ability to influence and negotiate with partners at all levels of the company while advising on complex expectations
Strong knowledge of modern product practices with experience in research, synthesis, ideation, and testing within a dual-track model

Nice To Haves

Genesys Cloud and Qualtrics Platform product management experience
Formal leadership experience, leading a team of employees
Formal Product Management Certifications
Execution of Scrum and Kanban methods
Utilization of metrics to drive cross-functional product team optimization
Exposure to AI or emerging technologies
Exposure to Salesforce platform capabilities

Responsibilities

Build and scale high-performing teams, leading and coaching Product Managers to deliver high-quality products and achieve important results
Shape product strategy by defining and executing the vision and roadmap across customer engagement platforms (including Genesys Cloud and Qualtrics), aligned to enterprise priorities, communicating priority and goals
Lead through data and insight, identifying key problems, influencing decisions, and driving measurable business and customer outcomes
Foster innovation and growth, advancing platform capabilities and enabling new solutions that support future business needs
Drive cross-functional alignment, partnering with engineering, design, business, and product leaders to deliver seamless, customer-centered experiences
Act as a product leader and change agent, strengthening product management practices and elevating the discipline across the department
Influence across the enterprise, collaborating with peer product leaders to drive alignment and outcomes across platforms, domains, and business units
Own product performance, using data to assess product health, track outcomes, and continuously optimize impact and investment