Principal Product Manager

Kforce Inc is seeking a Senior or Principal Product Manager to tackle complex challenges in the AI-powered contact center and customer experience ecosystem. This role emphasizes product leadership, focusing on identifying customer problems, validating solutions, and delivering impactful products.

Responsibilities:

• Be accountable for solving real customer problems, not for shipping features on a timeline
• Measure success by customer and business impact - not release cadence
• Spend time directly with users, operators, and leaders to understand how work actually happens
• Identify where value is lost, where systems break down, and where intelligent automation can fundamentally change outcomes
• Validate ideas quickly before committing engineering resources
• Work in close collaboration with engineering and design as an empowered trio
• Shape solutions together rather than writing specifications and handing them off
• Match the pace of fast-moving, AI-native engineering teams with equally rigorous product thinking
• Decide which problems are worth solving, which ideas are noise, and which experiments should become scalable products
• Know when to double down - and when to stop investing in something that's not working
• Operate comfortably with incomplete information and evolving constraints
• Distinguish between meaningful AI applications and empty promises
• Identify where real-time inference, intelligent automation, and machine learning create defensible value - and where they do not
• Translate technical capability into outcomes customers will pay for
• Recognize when bespoke customer solutions should become repeatable product capabilities
• Define what -productized- means and ensure scalability without losing real-world effectiveness

Requirements:

• Bring 7+ years of product management experience and are ready for a role where judgment, speed, and depth matter
• Must have shipped AI/ML-powered products that customers actively use and pay for
• Experienced in discovery-driven product environments, not just prioritization frameworks
• Strong opinions on where AI creates real enterprise value - and can explain why
• Understand customer experience, contact centers, identity resolution, or adjacent operational domains
• Can balance enterprise customer needs with building scalable, repeatable products
• Communicate with clarity and credibility - with both executives and engineers
• Familiarity with some of the following will help you ramp quickly:
• Identity resolution and entity matching across fragmented data sources
• Real-time AI/ML inference (routing, recommendations, next-best-action)
• Contact center ecosystems (CCaaS, CRM, WFM, QM platforms)
• Enterprise integration and connector architectures
• AI agent frameworks and copilots
• Customer lifecycle and attribution modeling
• B2B Enterprise product environments