Senior Product Manager

Role Overview

• Product Roadmap. Own and evolve the roadmap for Core CCaaS Application Scale and Enterprise Delivery, from multi-tenant federated architecture improvements and shared objects governance to enterprise onboarding automation and configuration management
• translating technical discoveries and voice-of-customer signals into a prioritized, outcome-driven backlog that engineering leads and executives can both align to.
• Managing Operations at Scale. Lead discovery and requirements definition for configuration-at-scale features: hierarchical object inheritance models, configuration templates, bulk changes, and tenant-level override controls that allow administrators to manage complex routing, skills, campaigns, and IVR logic across hundreds of queues and thousands of agents without per-object manual overhead.
• Architecture Partnership. Partner with solution architects to review technical designs for multi-tenant platform changes, ensuring that new capabilities maintain logical tenant isolation, enforce entitlement boundaries, and support the resource allocation strategies
• shared agent pools, concurrent licensing metering, dynamic capacity allocation
• that underpin Five9’s enterprise commercial model.
• Observability & Operations. Own the observability and operational health product surface: define requirements for platform telemetry coverage (metrics, distributed tracing, structured logging), drive the build-out of customer-facing health dashboards and SLA reporting, and ensure engineering teams instrument new capabilities to Five9’s internal observability standards
• Product Documentation. Write clear, technically precise PRDs, API design briefs, and acceptance criteria that engineering leads can implement without repeated clarification; maintain living documentation for platform architecture decisions
• Metrics Ownership. Drive product goals, KPI ownership, and metric instrumentation for platform-scale outcomes: enterprise onboarding cycle time, configuration incidents, and product latency etc.
• Prioritization Rigor. Apply rigorous prioritization frameworks
• RICE scoring, MoSCoW tiering, opportunity scoring models
• to maintain a defensible, stack-ranked backlog across competing demands from professional services, customer success escalations, enterprise deal requirements, and long-term product sustainability investments.
• Voice of Customer. Synthesize voice-of-customer intelligence across the enterprise portfolio
• structure and maintain a living repository of enterprise customer pain points, workarounds, and unmet platform needs, and present quarterly findings to product leadership with supporting data and recommended roadmap adjustments.
• Cross-team leadership. Lead cross-functional core team sessions to achieve common goals from concept to development to launch and early customer adoption

Requirements

• 5+ years in technical product management focused on platform, infrastructure, or developer-facing products at a B2B SaaS company; you have shipped platform capabilities
• not just features
• that other teams or enterprise customers build on top of.
• Demonstrated fluency in cloud-native platform concepts sufficient to participate meaningfully in technical design reviews, not just read the output.
• Track record of managing matrix relationships as a product lead: you have run discovery sessions with architects, presented roadmaps to leaders, and navigated the organizational complexity of review processes
• Experience defining and owning product metrics end-to-end: you know how to instrument a feature for measurement at the time of design, not as an afterthought; you have written goals that connect reliability improvements to business outcomes, and you can defend prioritization decisions with data
• Proficiency writing technical specifications that engineers trust: structured PRDs with explicit data models, API needs, edge-case handling, and acceptance criteria written at a level of detail that reduces back-and-forth without prescribing implementation.
• Understanding of operator/implementer partners is a plus
• Understanding of contact center, unified communications, or collaboration applications is a plus
• User focused, self-starter, assertive and result-oriented individual who demonstrates ownership
• Effective communicator with strong interpersonal skills to collaborate with cross-functional teams
• Ability to deal with ambiguity and uncover key objectives to be achieved for the product.

Tech Stack

• Cloud

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Flexible work arrangements
• Professional development