Principal Product Manager (Omnichannel CX)

Nextiva is a global leader in customer experience and team collaboration, seeking a strategic, hands-on Senior Product Manager to lead the evolution of their Omnichannel Customer Experience platform. The role involves driving the vision and execution for a next-generation shared inbox and digital channel integrations to enhance customer engagement and operational efficiency.

Responsibilities:

• Define and execute the long-term product strategy for Omnichannel CX, ensuring unified engagement across voice, digital messaging, social platforms, video, and emerging channels
• Lead the dual-inbox vision: Shared Inbox for collaborative case management; Personal Inbox for focused agent productivity; Evolving both into AI-powered engagement hubs
• Deeply understand the needs of agents, supervisors, and administrators, embedding voice-of-customer insights and competitive intelligence into roadmap decisions
• Partner with Finance and Sales to inform packaging, bundling, and monetization strategy using data-driven insights
• Design consistent, scalable inbox paradigms across Twitter/X, Facebook Messenger, WhatsApp, SMS, email, and video
• Translate strategy into a measurable, data-informed roadmap delivering high-impact capabilities, including: Shared Inbox Enhancements, Split and Merge Ticket workflows, Group SMS collaboration, Team-based case lifecycle management, Personal Inbox Optimization, Streamlined individual agent workspace, Intelligent queue management, UX-first productivity enhancements, Omnichannel Intelligence, AI-powered routing and real-time contextual assignment, Enhanced disposition widgets and lifecycle automation, Roles and permissions across multi-tiered accounts
• Drive rapid, consistent agent response experiences across all supported channels
• Navigate dependencies across admin systems, backend services, UI frameworks, and media infrastructure
• Partner closely with Engineering, Design, and GTM to deliver releases tied to clear OKRs and measurable customer impact
• Lead phased rollouts, feature flag strategies, and post-launch iteration through telemetry and experimentation
• Balance innovation velocity with technical constraints, knowing when to leverage existing architecture versus drive net-new development
• Act as the connective tissue across Product, Design, Engineering, Data Science, and GTM to deliver cohesive omnichannel experiences
• Drive alignment on prioritization, effort sizing (Low/Medium/High), and release sequencing
• Influence senior stakeholders with clear, data-backed narratives
• Coordinate with infrastructure teams on audio/video storage, streaming, encoding, and media processing requirements
• Champion a culture of accountability, experimentation, and continuous improvement

Requirements:

• 6+ years of SaaS Product Management experience, including 3+ years leading enterprise-grade contact center, CX, or omnichannel communications platforms
• Demonstrated success delivering ticketing systems, shared/personal inbox platforms, or omnichannel engagement tools at scale
• Deep Expertise In: Digital channel integrations (social APIs, messaging platforms, SMS/MMS, video platforms)
• Ticket lifecycle management, workflow engines, and intelligent routing
• Designing collaborative (shared inbox) and individual (personal inbox) agent workflows
• Rich media handling (audio/video attachments, storage, encoding, streaming, playback)
• Microservices architecture, APIs, and event-driven systems
• Omnichannel routing logic, queue management, and workload distribution
• Compliance considerations (data privacy, TCPA for SMS, video recording consent and storage policies)
• Strong analytical mindset with experience in instrumentation and data-driven prioritization
• Proven ability to influence without authority across distributed teams and time zones
• Experience with Agile methodologies, phased rollouts, and feature flag strategies
• Bachelor's degree in Engineering, Computer Science, Business, or related field
• Comfortable with occasional travel and cross-functional collaboration
• MBA preferred