[Remote] Principal Product Manager (Omnichannel CX)

Note: The job is a remote job and is open to candidates in USA. 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.ResponsibilitiesOwn the product strategy, roadmap, and business outcomes for Nextiva's mid-market customer experience solutions serving organizations with 100–2,500 employees and BPO operatorsDevelop a deep understanding of customer needs through direct engagement with customers, prospects, internal stakeholders, and market researchDefine and prioritize investments across omnichannel engagement, shared inboxes, agent workspaces, workflow automation, routing, analytics, and AI-powered productivity toolsPartner with Engineering, Design, Data Science, and GTM teams to deliver products from concept through launch and adoptionLead product discovery efforts to validate opportunities, gather feedback, and ensure solutions solve meaningful customer problemsDrive product launches and adoption strategies that support Nextiva's growth in the mid-market segmentEstablish success metrics and use customer insights, operational KPIs, and product telemetry to guide investment decisionsCollaborate with Sales, Marketing, and Customer Success teams to communicate product vision, roadmap priorities, and customer valueInfluence executive stakeholders through clear communication, strong business cases, and data-driven recommendationsLeverage 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 experienceSkills6+ years of SaaS Product Management experience, including ownership of customer-facing products from strategy through deliveryExperience serving mid-market, enterprise, or BPO customer segments with a strong understanding of customer service, contact center, or customer experience workflowsDemonstrated ability to translate customer needs into product strategy, roadmaps, and measurable business outcomesStrong customer-facing skills with experience conducting customer discovery, validating requirements, and influencing product direction through customer insightsExperience leading cross-functional teams and driving alignment across Product, Engineering, Design, and GTM organizationsStrong analytical and problem-solving skills with experience using data to prioritize investments and measure successFamiliarity with omnichannel engagement, digital customer service, messaging, social, voice, chat, or related customer interaction platformsExperience using AI-enabled tools to improve productivity, research, prototyping, product development, or decision-makingExcellent communication and executive presentation skillsExperience with contact center, CCaaS, CX, workforce engagement, or customer service platformsExperience supporting BPO, outsourcing, or multi-tenant SaaS environmentsFamiliarity with AI-powered customer experience technologies, automation, routing, agent assist, or conversational AI solutionsBachelor's degree in Business, Computer Science, Engineering, or a related field; MBA preferredBenefitsMultiple health plan options to suit your needs, including medical, dental, vision, and telemedicine coverageLife, disability, and supplemental indemnity plansFlexible Time Off for salaried employees, PTO for hourly employees, Paid Sick Time, Paid Parental Bonding Leave, and holiday pay401(k) with company match, Health Savings Accounts with company contributions, Dependent Care FSAEmployee Assistance Program (EAP) and comprehensive wellness initiativesAccess to ongoing learning and development opportunities and career advancementCompany OverviewNextiva is a leading unified customer experience management company that helps businesses simplify and enhance their customer relationships. It was founded in 2008, and is headquartered in Scottsdale, Arizona, USA, with a workforce of 1001-5000 employees. Its website is http://www.nextiva.com.