Principal Product Manager, Conversational AI

Five9

307d • $144,500 - $326,200

About The Position

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves. Five9 is in search of a dynamic and highly skilled Principal Product Manager, possessing an exceptional blend of interpersonal and technical competencies. The ideal candidate will showcase proven expertise in AI-powered conversational self-service solutions, will demonstrate a deep understanding of the technology and competitive landscape. Proven familiarity with AI concepts, including NLU, and ML, LLM and RAG (retrieval augmented generation) is crucial as well as data reporting and analytics.

Requirements

• Bachelor’s degree in computer science, engineering; an MBA or similar is a plus.
• A minimum of 9 years of experience in SaaS software product management.
• Ability to demonstrate a deep understanding of the Conversational AI (Voice/Chatbot) landscape and LLM technology, ecosystem and evolution.
• Proven affinity for inserting user experience first in the product design approach.
• Proven track record of developing and executing successful product launches.
• Strong analytical, problem-solving, and decision-making skills.
• Experience managing beta programs, user feedback, and conducting A/B testing.
• Excellent collaboration skills, with the ability to motivate and guide a product development team, work effectively across functions and lead through influence in a global team environment.

Responsibilities

• Define and implement the product strategy for Five9 Intelligent Virtual Agents to align with the company's overall vision and goals.
• Support IVAs in their evolution to replace traditional IVRs, deliver next-level self-service performance Analytics and reporting and accelerate their transition towards LLM-powered bots.
• Conduct competitive analysis, become the reference for intelligence of the competition’s related offerings.
• Collaborate with cross-functional teams, including engineering, design, and go-to-market (GTM) to translate product strategy into detailed requirements, prioritizing features and functionalities.
• Develop product positioning, packaging, and pricing strategies.
• Work with customers, ISVs and partners, leveraging their feedback to refine products and influence positive outcomes.
• Embrace a hands-on approach, capable of navigating from high-level strategic vision to detailed execution.

Benefits

• Health, dental, and vision coverage, beginning on the first day of employment.
• Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost.
• Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree