Principal Product Manager (Omnichannel CX)
New
Based in the United StatesFull-TimePrincipal
Salary$130,000–$200,000
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Job Details
- Experience
- 6+ years
- Required Skills
- Stakeholder managementData analytics
Requirements
- 6+ years of experience in SaaS product management, owning customer-facing products across strategy, discovery, and delivery.
- Strong background in omnichannel CX, contact center, CCaaS, or customer service platforms serving mid-market or BPO customers.
- Proven ability to translate customer insights into scalable product strategy and measurable business outcomes.
- Hands-on experience leading cross-functional teams across Product, Engineering, Design, and GTM.
- Data-driven mindset with experience using analytics, customer feedback, and experimentation.
- Strong understanding of omnichannel engagement systems including messaging, voice, chat, routing, and automation.
- Excellent communication and executive storytelling skills.
- Familiarity with AI-enabled product development workflows and tools.
Responsibilities
- Own and drive the end-to-end product strategy, roadmap, and outcomes for omnichannel customer experience solutions.
- Define and prioritize investments across omnichannel engagement, agent workflows, shared inboxes, routing, automation, analytics, and AI-powered CX capabilities.
- Lead product discovery by engaging directly with customers, prospects, and internal stakeholders to validate needs.
- Partner with Engineering, Design, Data Science, and GTM teams to deliver product initiatives from concept through launch.
- Establish success metrics and leverage product telemetry and operational KPIs to guide decision-making.
- Drive product launches and adoption strategies that support growth and retention.
- Communicate product vision and strategic direction to executive stakeholders through data-backed recommendations.
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