Principal Product Manager (Omnichannel CX)

About Nextiva

At Nextiva, we are reimagining how businesses connect, integrating customer experience and team collaboration onto a single, conversation-centric platform. Powered by AI and driven by human innovation, our culture is forward-thinking, customer-obsessed, and built on the belief that meaningful connections drive better business outcomes. We are committed to fostering an environment where collaboration, impact, and the creation of truly amazing customer experiences are paramount.

Location

This role is open to remote candidates across the United States. However, team members located within 40 miles of our Scottsdale headquarters are expected to work onsite four days per week to foster collaboration, speed, and execution. Specific scheduling and flexibility will be determined by your leader.

Your Mission

As a Senior Product Manager, you will own the product strategy and roadmap for Nextiva’s mid-market customer experience solutions. You will be responsible for defining and delivering capabilities that empower growing businesses (100–2,500 employees) and BPO operators to provide exceptional customer experiences while enhancing operational efficiency. Your role will involve deep customer engagement, market research, and close collaboration with Engineering, Design, Data Science, and GTM teams to bring innovative omnichannel and AI-powered experiences to market.

What You’ll Do

• Own the product strategy, roadmap, and business outcomes for Nextiva’s mid-market customer experience solutions.
• Develop a deep understanding of customer needs through direct engagement, prospects, 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 cross-functional teams (Engineering, Design, Data Science, GTM) for product delivery from concept to launch.
• Lead product discovery efforts to validate opportunities and ensure solutions address meaningful customer problems.
• Drive product launches and adoption strategies to support mid-market growth.
• Establish success metrics using customer insights, operational KPIs, and product telemetry to guide investment decisions.
• Collaborate with Sales, Marketing, and Customer Success teams to communicate product vision, roadmap, and value.
• Influence executive stakeholders through clear communication, business cases, and data-driven recommendations.
• Leverage AI tools to enhance product discovery, prototyping, decision-making, and execution, while identifying opportunities for AI integration into customer experiences.

About You

Required Qualifications

• 6+ years of SaaS Product Management experience, including ownership of customer-facing products from strategy to delivery.
• Experience serving mid-market, enterprise, or BPO customer segments, with a strong understanding of customer service, contact center, or CX workflows.
• Demonstrated ability to translate customer needs into product strategy, roadmaps, and measurable business outcomes.
• Strong customer-facing skills with experience in customer discovery and requirement validation.
• Proven ability to lead cross-functional teams and drive alignment across Product, Engineering, Design, and GTM.
• Strong analytical and problem-solving skills, with experience using data for prioritization and success measurement.
• Familiarity with omnichannel engagement, digital customer service, messaging, social, voice, chat, or related platforms.
• Experience using AI-enabled tools for productivity, research, prototyping, or decision-making.
• Excellent communication and executive presentation skills.

Preferred Qualifications

• 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 CX technologies, automation, routing, agent assist, or conversational AI.
• Bachelor’s degree in Business, Computer Science, Engineering, or related field; MBA preferred.

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.
• Own critical features with direct revenue and customer satisfaction impact.
• Work with a modern tech stack including microservices, event streaming, real-time messaging, and AI-assisted workflows.
• Join a passionate, customer-obsessed culture valuing autonomy, craft, and measurable impact.
• Receive competitive compensation, equity participation, and comprehensive benefits.

Total Rewards

• Expected Hiring Range: $130,000 - $200,000. (Note: A different level may result in a different hiring range).
• Compensation Factors: Base salary/wages, incentives, or bonuses, tailored to role, qualifications, skills, experience, training, and certifications.
• Benefits:
• Health: Multiple medical, dental, vision, and telemedicine options.
• Insurance: Life, disability, and supplemental indemnity plans.
• Work-Life Balance: Flexible Time Off, PTO, Paid Sick Time, Paid Parental Bonding Leave, holiday pay.
• Financial Security: 401(k) with company match, HSAs with company contributions, Dependent Care FSA.
• Wellness: EAP and comprehensive wellness initiatives.
• Growth: Access to ongoing learning, development, and career advancement opportunities.