Principal Product Manager, Omnichannel CX

Nextiva

4d•$130,000 - $230,000•Remote

About The Position

Nextiva is seeking a product manager to lead its mid-market customer experience product strategy. The role owns the capabilities that help growing businesses and BPO operators deliver strong customer experiences while improving operational efficiency. The product manager works with customers, partners, and internal teams to identify opportunities, shape product direction, and bring omnichannel and AI-powered experiences to market as Nextiva expands up-market. The position owns product strategy, roadmap, and business outcomes for customer experience solutions serving organizations with 100–2,500 employees and BPO operators. It spans omnichannel engagement, shared inboxes, agent workspaces, workflow automation, routing, analytics, and AI-powered productivity tools, with responsibility for discovery, delivery, launch, adoption, and measurable results. The role is open to remote candidates across the United States. Team members within 40 miles of the Scottsdale headquarters are expected to work onsite four days per week; scheduling and flexibility are guided by the employee’s leader. The expected hiring range is $130,000–$230,000. Compensation may also include equity participation and, depending on the position, incentives or bonuses.

Requirements

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.
Ability to translate customer needs into product strategy, roadmaps, and measurable business outcomes.
Customer-facing experience conducting discovery, validating requirements, and influencing product direction through customer insights.
Experience leading cross-functional teams and aligning Product, Engineering, Design, and go-to-market organizations.
Strong analytical and problem-solving skills, including 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.

Nice To Haves

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.

Responsibilities

Own product strategy, roadmap, and business outcomes for mid-market customer experience solutions serving organizations with 100–2,500 employees and BPO operators.
Develop customer understanding 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 go-to-market teams to deliver products from concept through launch and adoption.
Lead product discovery to validate opportunities, gather feedback, and ensure solutions address meaningful customer problems.
Drive product launches and adoption strategies that support 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 to communicate product vision, roadmap priorities, and customer value.
Influence executive stakeholders through clear communication, business cases, and data-driven recommendations.
Use AI tools and emerging technologies to improve product discovery, prototyping, decision-making, and execution, and identify opportunities to embed AI capabilities in the customer experience.

Benefits

Medical, dental, vision, and telemedicine coverage.
Life, disability, and supplemental indemnity insurance plans.
Flexible Time Off for salaried employees, PTO for hourly employees, paid sick time, paid parental bonding leave, and holiday pay.
401(k) with company match.
Health Savings Accounts with company contributions.
Dependent Care FSA.
Employee Assistance Program and wellness initiatives.
Ongoing learning and development opportunities and career advancement.
Equity participation.
Compensation may include incentives or bonuses, depending on the position.