Principal Product Manager (Omnichannel CX)

Were looking for a strategic hands-on senior-level Product Manager to lead the evolution of our Omnichannel Customer Experience platform. Youll drive the vision and execution for our next-generation shared inbox personal inbox and digital channel integrationstransforming traditional contact center communication into seamless intelligent omnichannel experiences. Youll own critical initiatives including ticket workflows all channels including social media group messaging and intelligent disposition management that enhance agent productivity customer satisfaction and operational efficiency across all digital touchpoints including email SMS social media messaging platforms and video channels.

Key Responsibilities

1. Strategic Ownership

• Define the long-term product strategy for Omnichannel CX capabilities ensuring unified customer engagement across voice digital messaging (SMS social email) video and emerging channels
• Drive the dual-inbox vision: transforming shared inbox for team collaboration and personal inbox for individual agent efficiencyboth into intelligent AI-powered omnichannel engagement hubs
• Deeply understand user needs across contact center agents supervisors and administrators; embed voice-of-customer insights and competitive intelligence in every decision
• Partner with Finance and Sales to inform packaging and monetization decisions for omnichannel capabilities (stand-alone vs. bundle tiers) using data-driven insights
• Design seamless experiences across Twitter/X Facebook Messenger WhatsApp SMS email and video channels with consistent inbox paradigms

2. Execution & Delivery

• Translate strategy into a data-informed roadmap prioritizing high-impact features:
• Shared Inbox capabilities: Split Ticket & Merge Ticket workflows for efficient team-based case management
• Personal Inbox optimization: Individual agent workspace for managing assigned work and personal queues efficiently with laser focus on user experience.
• Group SMS capabilities for shared inbox collaboration
• Design rapid agent response across all channels
• Enhanced disposition widgets and lifecycle management
• Design roles and permissions management for omnichannel across multi-tiered accounts
• Omnichannel routing intelligence: smart assignment with AI powered real-time context across channels
• Collaborate closely with Engineering Design and GTM teams to deliver high-impact releases; establish OKRs linking customer outcomes to business goals
• Navigate technical dependencies across admin and myhub systems to ensure cohesive delivery across shared and personal inbox experiences
• Drive continuous iteration post-launch through telemetry experimentation and customer feedback
• Balance innovation velocity with technical constraints - understanding when designs exist vs. require net-new development

3. Cross-Functional Impact

• Act as a connector across Product Design Engineering Data Science and GTM to ensure unified omnichannel experiences
• Champion a culture of experimentation learning and accountability
• Influence senior stakeholders through crisp storytelling and data-backed recommendations
• Manage feature flag rollouts and phased releases to minimize risk
• Drive alignment on effort estimation (Low/Medium/High) and release prioritization.
• Coordinate with infrastructure teams on audio/video storage streaming and media processing requirements

Qualifications

• 6 years in SaaS Product Management including 3 years leading enterprise-grade contact center omnichannel communications or CX platform products
• Proven success delivering ticketing systems shared/personal inbox platforms or omnichannel engagement tools at scale

With deep expertise in:

• Digital channel integrations (social media APIs messaging platforms SMS/MMS video platforms)
• Ticket lifecycle management and intelligent routing/disposition across multiple inbox paradigms
• Agent workspace optimization: designing for both collaborative (shared inbox) and individual (personal inbox) workflows
• Content management: encoding storage streaming thumbnail generation and playback experiences
• Rich media handling across channels (audio/video attachments screen recordings visual support content)
• Track record of balancing technical complexity with user simplicity - delivering intuitive experiences despite backend architectural constraints
• Experience working with distributed engineering teams managing dependencies across UI backend media processing and admin systems
• Skilled in Agile delivery feature flag strategies and phased rollout methodologies
• Strong analytical mindset for instrumentation and data-driven prioritization decisions
• Excellent communication and stakeholder management skills with ability to influence without authority across time zones
• Bachelors degree in Engineering Computer Science Business or related field; MBA a plus
• Comfortable with occasional travel and distributed team collaboration

Technical Context & Platform Knowledge

• Understanding of microservices architectures API integrations and event-driven systems
• Familiarity with social media platform APIs (Twitter/X Meta/Facebook Instagram)
• Knowledge of messaging protocols (SMS/MMS RCS OTT messaging platforms)
• Experience with ticketing system architectures workflow engines and business rules
• Understanding of omni-channel routing logic queue management and workload distribution algorithms
• Awareness of compliance requirements (data privacy channel-specific regulations TCPA for SMS video recording consent and storage policies)

What Success Looks Like in 12 Months

• Vision & Roadmap: A clear two-year omnichannel vision and KPI-driven roadmap driving cross-product alignment and commercial differentiation
• Feature Delivery: Successful launch of at least 5 major omnichannel capabilities from the GA2 roadmap with >80% on-time delivery
• Inbox Innovation: Deployment of enhanced shared inbox and personal inbox capabilities with clear differentiation and adoption metrics for each workflow type
• Customer Impact: Measurable efficiency gains (20% reduction in average handle time) through split/merge ticket workflows and intelligent routing between shared/personal inboxes
• Channel Expansion: Integration of 2 new digital channels (X Social Group SMS Video or similar) with documented customer adoption and usage patterns
• Commercial Influence: Measurable attach rates and incremental ARR growth from omnichannel capabilities in key customer segments
• Operational Excellence: Comprehensive instrumentation providing real-time insights and out-of-the-box reporting into channel usage ticket volume by source agent productivity across inbox types and feature adoption
• Quality Metrics: <5% post-launch defect rate and >90% feature flag rollout success across customer base
• Cross-Functional Collaboration: Strong partnerships across Engineering Design and GTM enabling faster iteration cycles (2-week sprints consistently delivered)

Why Join Us

• Be part of a fast-growing company transforming the CX landscape with cutting-edge omnichannel capabilities
• Drive the evolution of a platform serving thousands of contact center agents daily across hundreds of enterprise customers
• Own critical features in the product roadmap with direct revenue and customer satisfaction impact
• Work with a modern tech stack including microservices event streaming real-time messaging audio/video processing and AI-assisted workflows
• Join a passionate customer-obsessed culture that values autonomy craft and measurable impact
• Competitive compensation equity participation and comprehensive benefits

Nextiva DNA (Core Competencies)

Nextivas most successful team members share common traits and behaviors:

• Drives Results:Action-oriented with a passion for solving problems. They bring clarity and simplicity to ambiguous situations challenge the status quo and ask what can be done differently. They lead and drive change celebrating success to build more success.
• Critical Thinker: Understands the why and identifies key drivers learning from the past. They are fact-based and data-driven forward-thinking and see problems a few steps ahead. They provide options recommendations and actions understanding risks and dependencies.
• Right Attitude: They are team-oriented collaborative competitive and hate losing. They are resilient able to bounce back from setbacks zoom in and out and get in the trenches to help solve important problems. They cultivate a culture of service learning support and respect caring for customers and teams.

Total Rewards

Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can be their best in and out of the office.

Our compensation packages are tailored to each role and candidates qualifications. We consider a wide range of factors including skills experience training and certifications when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position compensation may include base salary and/or hourly wages incentives or bonuses.

The expected hiring range is $130000 - $230000. A different level in the job hierarchy may apply to a specific candidate resulting in a different hiring range.

• Health -Multiple health plan options to suit your needs including medical dental vision and telemedicine coverage
• Insurance - Life disability and supplemental indemnity plans
• Work-Life Balance -Flexible Time Off (FTO) for salaried employees PTO for hourly employees Paid Sick Time (PST) paid parental bonding leave and paid holidays
• Financial Security -401(k) with company match Health Savings Accounts with company contributions Dependent Care FSA
• Wellness -Employee Assistance Program and comprehensive wellness initiatives
• Growth -Access to ongoing learning and development opportunities and career advancement

At Nextiva were committed to supporting our employees health well-being and professional growth. Join us and build a rewarding career!

Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws. Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit USCIS.

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