Principal Product Manager (Omnichannel CX)

Nextiva seeks a Principal Product Manager for Omnichannel CX to shape mid-market customer experience strategy and drive AI powered omnichannel capabilities across cross-functional teams.

Responsibilities

• Own the strategy, roadmap, and measurable business outcomes for Nextiva's mid-market CX solutions serving organizations with 100 to 2,500 employees and BPO operators.
• Develop deep 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.
• Collaborate with Engineering, Design, Data Science, and GTM teams to take concepts from idea to launch and ongoing adoption.
• Lead product discovery to validate opportunities, gather feedback, and ensure solutions address real customer problems.
• Drive product launches and adoption strategies that fuel Nextiva's mid-market growth.
• Establish success metrics and use customer insights, operational KPIs, and product telemetry to guide investment choices.
• Partner with Sales, Marketing, and Customer Success to articulate product vision, roadmap priorities, and customer value.
• Influence executive stakeholders with clear business cases and data driven recommendations.
• Apply AI tools and emerging technologies to improve discovery, prototyping, decision making, and execution, while identifying opportunities to embed AI capabilities in the customer experience.

Requirements

• 6+ years of SaaS product management experience, including full ownership of customer facing products from strategy to delivery.
• Experience serving mid-market, enterprise, or BPO segments with a solid understanding of customer service, contact center, or CX workflows.
• Proven ability to translate customer needs into product strategy, roadmaps, and measurable business outcomes.
• Strong customer facing skills with experience conducting discovery, validating requirements, and steering product direction through customer insights.
• Experience leading cross functional teams and aligning Product, Engineering, Design, and GTM organizations.
• Strong analytical and problem solving abilities with data driven prioritization and success measurement.
• Familiarity with omnichannel engagement, digital customer service, messaging, social, voice, chat, or related platforms.
• Experience using AI enabled tools to boost productivity, research, prototyping, product development, or decision making.
• Excellent communication and executive presentation skills.

Preferred Qualifications

• Experience with CCaaS, CX, workforce engagement, or customer service platforms.
• Experience supporting BPO, outsourcing, or multi tenant SaaS environments.
• Familiarity with AI powered CX technologies, automation, routing, agent assist, or conversational AI solutions.
• Bachelor's degree in Business, Computer Science, Engineering, or related field; MBA preferred.

Benefits

• Health: Multiple medical, dental, vision, and telemedicine plans to fit needs.
• Insurance: Life, disability, and supplemental indemnity coverage.
• Work life balance: Flexible time off for salaried employees, PTO for hourly employees, paid sick time, paid parental bonding leave, and holiday pay.
• Financial security: 401(k) with company match, Health Savings Accounts with company contributions, Dependent Care FSA.
• Wellness: Employee Assistance Program and broad wellness initiatives.
• Growth: Access to ongoing learning, development, and career progression opportunities.

Compensation

Salary range is USD 130,000 to 200,000 per year.

Location

Remote role open to candidates across the United States. Team members within 40 miles of the Scottsdale headquarters at 9451 E. Via de Ventura, Scottsdale, AZ 85256 are expected to be onsite four days per week to support collaboration, speed, and execution. Scheduling will be guided by leadership to balance team needs with individual productivity.

Nextiva DNA

• Drives Results: Action oriented problem solvers who bring clarity to ambiguity, challenge the status quo, and lead meaningful change; they move quickly and pragmatically.
• Critical Thinker: Data driven, forward looking professionals who identify key drivers, anticipate risks, and deliver clear recommendations, leveraging AI and automation to reduce friction and focus on high value work.
• Right Attitude: Collaborative, resilient team players who tackle tough problems, learn from setbacks, and foster a culture of service and respect.