Principal Product Manager (Omnichannel CX)

Nextiva is a global leader in customer experience, reimagining how businesses connect through an AI-powered platform. They are seeking a Principal Product Manager to lead the mid-market customer experience product strategy, focusing on delivering innovative omnichannel and AI-powered experiences to enhance customer satisfaction and operational efficiency.

Responsibilities:

• Own the product strategy, roadmap, and business outcomes for Nextiva's mid-market customer experience solutions serving organizations with 100–2,500 employees and BPO operators
• Develop a deep understanding of customer needs 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
• Partner with Engineering, Design, Data Science, and GTM teams to deliver products from concept through launch and adoption
• Lead product discovery efforts to validate opportunities, gather feedback, and ensure solutions solve meaningful customer problems
• Drive product launches and adoption strategies that support Nextiva's growth in the mid-market segment
• Establish success metrics and use customer insights, operational KPIs, and product telemetry to guide investment decisions
• Collaborate with Sales, Marketing, and Customer Success teams to communicate product vision, roadmap priorities, and customer value
• Influence executive stakeholders through clear communication, strong business cases, and data-driven recommendations
• Leverage AI tools and emerging technologies to improve product discovery, prototyping, decision-making, and execution while identifying opportunities to embed AI-driven capabilities into the customer experience

Requirements:

• 6+ years of SaaS Product Management experience, including ownership of customer-facing products from strategy through delivery
• Experience serving mid-market, enterprise, or BPO customer segments with a strong understanding of customer service, contact center, or customer experience workflows
• Demonstrated ability to translate customer needs into product strategy, roadmaps, and measurable business outcomes
• Strong customer-facing skills with experience conducting customer discovery, validating requirements, and influencing product direction through customer insights
• Experience leading cross-functional teams and driving alignment across Product, Engineering, Design, and GTM organizations
• Strong analytical and problem-solving skills with experience using data to prioritize investments and measure success
• Familiarity with omnichannel engagement, digital customer service, messaging, social, voice, chat, or related customer interaction platforms
• Experience using AI-enabled tools to improve productivity, research, prototyping, product development, or decision-making
• Excellent communication and executive presentation skills
• Experience with contact center, CCaaS, CX, workforce engagement, or customer service platforms
• Experience supporting BPO, outsourcing, or multi-tenant SaaS environments
• Familiarity with AI-powered customer experience technologies, automation, routing, agent assist, or conversational AI solutions
• Bachelor's degree in Business, Computer Science, Engineering, or a related field; MBA preferred