Sr. Product Manager, Dialpad Support

Dialpad•Austin, TX

6d•Hybrid

About The Position

Dialpad is the AI-native business communications platform that unifies calling, messaging, meetings, and contact center solutions. It is powered by AI that understands conversations in real time. Over 70,000 companies globally use Dialpad to enhance customer connections with AI-driven insights. Dialpad is leading the shift to Agentic AI, developing intelligent agents that automate workflows, resolve issues, and accelerate revenue. The DAART initiative (Dialpad Agentic AI in Real Time) aims to redefine the capabilities of a communications platform.

Requirements

8+ years of experience building a B2B SaaS product.
Strong understanding of contact center workflows (agents, supervisors, routing, IVR, reporting, WFM, QA, or AI-driven capabilities).
Proven ability to lead complex products with multiple stakeholders and dependencies.
Experience working closely with engineering teams on technically sophisticated systems (APIs, real-time systems, data pipelines).
Fluency in AI systems and a passion for applying this technology both within the Dialpad product and to improve your daily work.
Data-driven mindset with the ability to define KPIs and make informed trade-offs.
Excellent communication skills — able to influence without authority and clearly articulate decisions.
Comfort operating in ambiguity and driving clarity in fast-evolving environments.
Bachelor's degree or equivalent practical experience.

Responsibilities

Own product strategy and roadmap for the contact center business line, defining what to build, when to do it, and why it matters.
Develop a deep understanding of customer pain points and business opportunities across industries, segments, and geographies through research, data analysis, and direct engagement to inform and support your product decisions and guide prioritization.
Lead the ideation, design, specification, development, and release of solutions through the entire project lifecycle, leveraging strong working relationships with Engineering, Design, Marketing, and Sales.
Maintain the quality of your product by identifying product and technical issues and actively developing and tracking solutions for a product line used by thousands of agents and supervisors every day.
Measure your impact through quantitative and qualitative data, connecting your work to the business outcomes that customers care about most.
Champion your product, both externally and internally, to generate excitement and ensure alignment, including customer briefings and roadmap discussions.
Approach your role with a growth mindset and a willingness to roll up your sleeves and solve problems as they arise.
Balance short-term customer asks with long-term platform scalability and architectural integrity.
Monitor the competitive landscape to inform differentiation and positioning.