Principal Product Manager (Omnichannel CX)

Nextiva

20d•Remote

About The Position

Redefine the future of customer experiences. One conversation at a time. At Nextiva, we’re reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric platform. Powered by AI, driven by human innovation. Our culture is forward thinking, customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether it’s through our signature Amazing Service®, the technology we create, or the experiences we cultivate, connection is at the core of who we are. If you’re ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong. Build Amazing. Deliver Amazing. Live Amazing. Be Amazing. We're looking for a strategic, hands-on senior-level Product Manager to lead the evolution of our Omnichannel Customer Experience platform. You'll drive the vision and execution for our next-generation shared inbox, personal inbox, and digital channel integrations—transforming traditional contact center communication into seamless, intelligent, omnichannel experiences. You'll own critical initiatives including ticket workflows, all channels including social media, group messaging, and intelligent disposition management that enhance agent productivity, customer satisfaction, and operational efficiency across all digital touchpoints including email, SMS, social media, messaging platforms, and video channels.

Requirements

6+ years in SaaS Product Management, including 3+ years leading enterprise-grade contact center, omnichannel communications, or CX platform products
Proven success delivering ticketing systems, shared/personal inbox platforms, or omnichannel engagement tools at scale
Digital channel integrations (social media APIs, messaging platforms, SMS/MMS, video platforms)
Ticket lifecycle management and intelligent routing/disposition across multiple inbox paradigms
Agent workspace optimization: designing for both collaborative (shared inbox) and individual (personal inbox) workflows
Content management: encoding, storage, streaming, thumbnail generation, and playback experiences
Rich media handling across channels (audio/video attachments, screen recordings, visual support content)
Track record of balancing technical complexity with user simplicity - delivering intuitive experiences despite backend architectural constraints
Experience working with distributed engineering teams, managing dependencies across UI, backend, media processing, and admin systems
Skilled in Agile delivery, feature flag strategies, and phased rollout methodologies
Strong analytical mindset for instrumentation and data-driven prioritization decisions
Excellent communication and stakeholder management skills with ability to influence without authority across time zones
Bachelor's degree in Engineering, Computer Science, Business, or related field

Nice To Haves

MBA a plus
Understanding of microservices architectures, API integrations, and event-driven systems
Familiarity with social media platform APIs (Twitter/X, Meta/Facebook, Instagram)
Knowledge of messaging protocols (SMS/MMS, RCS, OTT messaging platforms)
Experience with ticketing system architectures, workflow engines, and business rules
Understanding of omni-channel routing logic, queue management, and workload distribution algorithms
Awareness of compliance requirements (data privacy, channel-specific regulations, TCPA for SMS, video recording consent and storage policies)
Comfortable with occasional travel and distributed team collaboration

Responsibilities

Strategic Ownership
Define the long-term product strategy for Omnichannel CX capabilities, ensuring unified customer engagement across voice, digital messaging (SMS, social, email), video, and emerging channels
Drive the dual-inbox vision: transforming shared inbox for team collaboration and personal inbox for individual agent efficiency—both into intelligent, AI-powered omnichannel engagement hubs
Deeply understand user needs across contact center agents, supervisors, and administrators; embed voice-of-customer insights and competitive intelligence in every decision
Partner with Finance and Sales to inform packaging and monetization decisions for omnichannel capabilities (stand-alone vs. bundle tiers) using data-driven insights
Design seamless experiences across Twitter/X, Facebook Messenger, WhatsApp, SMS, email, and video channels with consistent inbox paradigms
Execution & Delivery
Translate strategy into a data-informed roadmap prioritizing high-impact features:
Shared Inbox capabilities: Split Ticket & Merge Ticket workflows for efficient team-based case management
Personal Inbox optimization: Individual agent workspace for managing assigned work and personal queues efficiently with laser focus on user experience.
Group SMS capabilities for shared inbox collaboration
Design rapid agent response across all channels
Enhanced disposition widgets and lifecycle management
Design roles and permissions management for omnichannel across multi-tiered accounts
Omnichannel routing intelligence: smart assignment with AI powered real-time context across channels
Collaborate closely with Engineering, Design, and GTM teams to deliver high-impact releases; establish OKRs linking customer outcomes to business goals
Navigate technical dependencies across admin and myhub systems to ensure cohesive delivery across shared and personal inbox experiences
Drive continuous iteration post-launch through telemetry, experimentation, and customer feedback
Balance innovation velocity with technical constraints - understanding when designs exist vs. require net-new development
Cross-Functional Impact
Act as a connector across Product, Design, Engineering, Data Science, and GTM to ensure unified omnichannel experiences
Champion a culture of experimentation, learning, and accountability
Influence senior stakeholders through crisp storytelling and data-backed recommendations
Manage feature flag rollouts and phased releases to minimize risk
Drive alignment on effort estimation (Low/Medium/High) and release prioritization.
Coordinate with infrastructure teams on audio/video storage, streaming, and media processing requirements

Benefits

Supplemental health plan available with coverage for prescriptions, paramedical expenses, dental and vision care
Company paid life and disability coverage
Flexible Time Off (FTO) for salaried employees, paid holidays
RRSP employee long-term savings plan with company match
Employee Assistance Program and comprehensive wellness initiatives
Access to ongoing learning and development opportunities and career advancement

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume