Product Owner Communications Channels & AI

Role: Product Owner Communication Channels & AI

Location: Manchester

Hours: Monday-Friday 8:45am-5:15pm

Package: 80k OTE

As Product Owner - Technical Products your role is to own and continuously improve PHMGs Technical product portfolio ensuring Cloud Telephony AI Receptionist and CCE deliver measurable client value operationalqualityand long-term commercial growth.

You are accountable for translating client needs technology capability partner opportunities and commercial priorities into scalable products and service models that strengthen adoptionretentionand PHMGs competitive position.

Through H2 2026 you will lead the evolution of thetechnicalproduct portfolio by bringing together product performance platform capability roadmap execution client outcomes commercial discipline operationalreadinessand cross-functional alignment into one coherent product improvement agenda.

Key Objectives

Core Accountability

• Own the strategy design and ongoing performance of Cloud Telephony AIReceptionistand CCE.
• Set a clearprioritisedroadmap that balances client value technical feasibility commercial return operationalcapacityand partner dependency.
• Ensure Technical products are positioned soldonboardedservicedand renewed in a way that delivers measurable value for clients.
• Define the product standards servicemodelsand client journeys that CS and Technical Production can execute consistently.
• Bring clarity to buildbuyand partner decisions so product direction is deliberate commerciallydisciplinedand scalable.

Technical Product Strategy & Roadmap

• Define the long-term direction for Cloud Telephony AI Receptionist and CCE including the sequence of capabilityintegrationsand service-model changes.
• PrioritiseAI Receptionist growth across both horizontal capability and the vertical use cases where PHMG has the strongest right to win.
• Create a clear approach for CCE in the existing base reducingunder-utilisationand turning technicalreview onboarding and value evidence into retention levers.
• Partner with the Creative ProductOwnerso the full product set feels coherent to clients and to the teams selling and servicing it.

Client Experience Adoption & Value Evidence

• Define the client experience forTechnicalproducts across onboarding configuration in-life usagerenewaland offboarding.
• Clarify howclientsaccess configure and understand product value through the portal including call flows AI Receptionistbehaviour CCE setup and usage analytics.
• Ensure CS has the standards data and language needed toevidencevalue driveadoptionand manage client expectations confidently.
• Identifywhere clients slow stall or disengage and build product or service-model interventions that protect retention.

Commercial Performance & Partner Discipline

• Own the commercial logic of theTechnicalportfolio including pricing CAC cost-to-serve gross margin revenueperformanceand investment cases.
• OperationalisetheGoToresell model with clear pricing serviceprocessand margin controls while protecting the partner relationship.
• Use data to assess whereTechnicalproducts create incremental value where theycannibaliseexisting activity and where the model needs to change.
• Make active trade-offs between speed quality margin clientexperienceand platform investment.

Operational Delivery & Launch Readiness

• Work with Technical Production and Tech to define standards SLAs runbooks and support models for each product and release.
• Ensure new capabilities do not go live until operationalreadinessclient communications CSbriefingsand support routes are clear.
• Create tight governance for launch decisions technical dependencies client escalations recurring provisioningissuesand partner constraints.
• Keep accountability clear between ProductTechand ProductOperationsso issues are solved at the right level rather than absorbed by CS.

Insight Reporting & Continuous Improvement

• Maintain a reliable view of product performance across adoption usage NPS retention revenue margin serviceissuesand operational friction.
• Build structured feedback loops with CS Client Insights SalesTechand Technical Production toidentifyproduct problems worth solving.
• Turn recurring client or operational issues into permanent product processreportingor service-model improvements.
• Use performance data to make early decisions before product issues become retentionmarginor client-experience risks.

About PHMG:

Established in 1998 PHMG has grown from a renowned Manchester-based business to the worlds leading audio branding agency working with 36000 clients in 54 countries across the globe. This expansive client list includes household names of the calibre of Samsung Audi and Adidas as well as SMEs in every sector of the global market. We give each of them a stellar production that combines creative copy world-class voice artistry and an exclusive Brand-Sound-Track strengthening their business identity in the most memorable emotive way.

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