Product Management Director – Workforce Engagement
New
F
Five9Cloud Contact Center
This role is fully remote for candidates who reside outside the 30 mile radius of one of our offices.Full-TimeDirector
Salary135,000 - 398,200 USD per year
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Job Details
- Experience
- 9+ years of experience in B2B SaaS product management
- Required Skills
- Product Management
Requirements
- Bachelor's degree in Computer Science, Engineering, Business, or related field; MBA or advanced degree is a plus.
- 9+ years of experience in B2B SaaS product management with focus on WEM, QM, or WFM.
- Hands-on experience designing and building WFM solutions (forecasting, scheduling, intraday management).
- Hands-on experience designing and building AI-driven QM solutions (automated interaction evaluation, scoring, coaching).
- Working knowledge of agentic AI architectures (autonomous agents, planning, reasoning, tool use).
- Deep understanding of contact center operations and workforce planning lifecycles.
- Proven track record of successfully launching and scaling WEM products.
- Strong business acumen in product positioning, pricing, and go-to-market strategy.
- Exceptional communication skills with experience influencing senior stakeholders.
- Experience leading through influence in matrixed, global organizations.
Responsibilities
- Define and drive the end-to-end product vision and strategy for Five9's Workforce Engagement portfolio.
- Own the product roadmap across QM and WFM, balancing innovation with customer needs.
- Design and oversee the development of AI-driven Quality Management capabilities and autonomous AI agents.
- Design and oversee the development of core WFM capabilities including forecasting and scheduling.
- Drive forward deployment engagements with enterprise customers to optimize AI agent performance.
- Develop product positioning, packaging, and pricing strategies.
- Lead beta programs and customer pilots.
- Mentor and influence associate product managers and cross-functional peers.
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