Remote opportunity at
NextivaPrincipal Product Manager, Omnichannel CX
Nextiva seeks a Principal Product Manager, Omnichannel CX to guide the product roadmap and strategy for mid-market customer experience solutions, targeting organizations with 100 to 2,500…
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About This Role
Nextiva seeks a Principal Product Manager, Omnichannel CX to guide the product roadmap and strategy for mid-market customer experience solutions, targeting organizations with 100 to 2,500 employees as well as business process outsourcing operators. Nextiva operates a conversation-centric platform combining team collaboration and customer experience through artificial intelligence and human innovation. In this position, the professional will define capabilities that enhance operational efficiency and customer experiences for growing businesses. This…
Job Description
Nextiva seeks a Principal Product Manager, Omnichannel CX to guide the product roadmap and strategy for mid-market customer experience solutions, targeting organizations with 100 to 2,500 employees as well as business process outsourcing operators. Nextiva operates a conversation-centric platform combining team collaboration and customer experience through artificial intelligence and human innovation. In this position, the professional will define capabilities that enhance operational efficiency and customer experiences for growing businesses. This job is open to remote candidates located across the United States, though individuals residing within forty miles of the Scottsdale headquarters are expected to work from the office four days each week. The hiring salary range is USD 130,000 to 230,000 per year, determined by qualifications, experience, and training.
Responsibilities
- Manage the product strategy, roadmap, and business outcomes for mid-market customer experience solutions
- Engage directly with customers, prospects, and internal stakeholders to understand market needs
- Prioritize investments in shared inboxes, omnichannel engagement, agent workspaces, routing, analytics, workflow automation, and artificial intelligence productivity tools
- Partner with design, engineering, data science, and go-to-market teams to deliver products through launch and adoption
- Lead product discovery initiatives to validate opportunities and gather user feedback
- Establish success metrics using operational key performance indicators, customer insights, and product telemetry
- Collaborate with sales, marketing, and customer success teams to communicate product vision and value
- Present data-driven recommendations and business cases to executive stakeholders
- Utilize emerging technologies and artificial intelligence tools to enhance product prototyping, discovery, decision-making, and execution
Requirements
- Minimum of 6 years of software-as-a-service product management experience, including ownership of customer-facing offerings from strategy through delivery
- Background serving mid-market, business process outsourcing, or enterprise customer segments with knowledge of contact center, customer service, or customer experience workflows
- Proven ability to translate customer needs into product strategy, roadmaps, and measurable business outcomes
- Experience conducting customer discovery, validating requirements, and influencing product direction
- Demonstrated skill leading cross-functional alignment across product, engineering, design, and go-to-market organizations
- Strong analytical capabilities to prioritize investments and measure success using data
- Familiarity with digital customer service, messaging, social, voice, chat, omnichannel engagement, or related interaction platforms
- Practical use of artificial intelligence-enabled tools for productivity, research, prototyping, development, or decision-making
- Strong communication and executive presentation skills
Qualifications
- Experience with customer service, contact center-as-a-service, customer experience, or workforce engagement platforms
- Background supporting multi-tenant software-as-a-service or business process outsourcing environments
- Familiarity with conversational artificial intelligence, automation, routing, or agent assist technologies
- Bachelor degree in engineering, computer science, business, or a related field
- Master of Business Administration is preferred
Core Skills
Benefits
- Multiple health plan options including medical, dental, vision, and telemedicine coverage
- Life, disability, and supplemental indemnity insurance plans
- Flexible time off for salaried employees, paid time off for hourly workers, paid sick time, paid parental bonding leave, and holiday pay
- 401(k) retirement plan with company match
- Health savings accounts with company contributions and dependent care flexible spending account
- Employee assistance program and comprehensive wellness initiatives
- Ongoing learning and development opportunities for career advancement
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location and remote policy for this role?
This position is open to remote candidates across the United States. However, team members living within forty miles of the Scottsdale, Arizona headquarters are expected to work on-site four days a week.
What is the salary range for the Principal Product Manager, Omnichannel CX?
The expected hiring range is $130,000 to $230,000 per year, with final compensation tailored based on skills, experience, training, and certifications.
What level of experience is required?
Applicants must have at least six years of software-as-a-service product management experience, including the ownership of customer-facing products from initial strategy through delivery.
What type of employment is this?
The posting specifies full-time employment.
Sample Interview Questions
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