Senior Director, Product Management, Digital Engagement

Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. The Senior Director, Product Management for Digital Engagement will lead the development of Digital and omnichannel Engagement products while collaborating with various teams to drive the product roadmap and manage a team of product managers.

Responsibilities:

• Work with key stakeholders (internal, external, customer) to understand customer, market and strategic requirements and translate them into Features, Epics, and User Stories
• Develop, publish and maintain the Product Roadmap in collaboration and consultation with the broader Product Team and with key functional teams across the company (Eg. Sales, Services, Solution Consulting etc.)
• Define key metrics to track product usage, growth and KPIs for success
• Establish relationships with customers (new and existing) to test new products and manage feedback effectively to favorably impact product outcomes
• Partner with the Engineering Team to ensure requirements are clear, understood and prioritized
• Work with Product Marketing and Sales Readiness to develop the product positioning, value proposition and pricing
• Provide product subject matter expertise in support of lead customer engagements, customer presentations, customer user group, and industry conferences
• Identify and partner with companies that can provide complementary functionality to the Five9 User Experience Applications
• Have a hands-on approach and an aptitude to coach others to work from strategic product direction right through to detailed requirements definition

Requirements:

• Bachelor's degree with 10-15 years of product management experience
• 5+ years of Product Management experience, preferably with a leading Digital-first engagement or Cloud Contact Center or CRM vendor
• Proven experience with Digital channel engagement both for inbound as well as outreach engagement
• Experience applying and delivering the latest LLM/AI technology to enhance the digital engagement experience
• An extensive track record of building product management strategies, prioritizing roadmap, shaping product pricing and delivering successful product launches
• 3+ year's experience managing a small team of product managers
• Experience organizing and running beta programs, user feedback, A/B testing etc
• Experience in assessing and integrating with technology partners
• Strong business acumen as well as strong analytical and strategic abilities
• A self-motivated individual with the ability to excel in a team-oriented, collaborative, and fast-paced environment
• Excellent written, verbal, and presentation skills
• An MBA or equivalent master's degree is a plus
• Experience applying and delivering the latest LLM/AI technology to enhance the digital engagement experience is a plus
• If you have a fervent passion for innovation, armed with hands-on experience in design thinking, experience-based roadmap, lean startup methodologies, and other progressive innovation practices