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NextivaPrincipal Product Manager (Omnichannel CX)
Nextiva seeks a Principal Product Manager for Omnichannel CX to guide product strategy and roadmaps for mid-market customer experience solutions, targeting businesses with 100 to 2,500…
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About This Role
Nextiva seeks a Principal Product Manager for Omnichannel CX to guide product strategy and roadmaps for mid-market customer experience solutions, targeting businesses with 100 to 2,500 employees and business process outsourcing operators. This position suits an experienced product leader who can balance strategy with technical execution on a platform combining customer experience and team collaboration. Nextiva operates a conversation-centric platform powered by artificial intelligence and human innovation, serving over 100,000…
Job Description
Nextiva seeks a Principal Product Manager for Omnichannel CX to guide product strategy and roadmaps for mid-market customer experience solutions, targeting businesses with 100 to 2,500 employees and business process outsourcing operators. This position suits an experienced product leader who can balance strategy with technical execution on a platform combining customer experience and team collaboration. Nextiva operates a conversation-centric platform powered by artificial intelligence and human innovation, serving over 100,000 businesses and one million users globally.
The role requires establishing success metrics, leading product discovery, and collaborating closely with engineering, design, data science, and go-to-market teams. Professionals taking on this position will shape capabilities across omnichannel engagement, shared inboxes, workflow automation, routing, analytics, and AI-driven productivity tools. Candidates may work remotely from anywhere in the United States, though individuals living within forty miles of the Scottsdale, Arizona headquarters are expected to work on-site four days weekly.
Total compensation ranges from $130,000 to $200,000 annually, depending on qualifications, skills, and experience. Benefits include medical, dental, vision, and telemedicine coverage, life and disability insurance, flexible time off, paid parental bonding leave, a 401(k) plan with company matching, health savings accounts, and employee assistance programs.
Responsibilities
- Own product strategy, roadmaps, and business outcomes for mid-market customer experience solutions serving businesses and BPO operators
- Engage directly with customers, prospects, and internal stakeholders to understand market needs
- Define and prioritize investments in omnichannel engagement, shared inboxes, agent workspaces, automation, routing, analytics, and AI productivity tools
- Partner with engineering, design, data science, and go-to-market teams to launch and drive adoption of new products
- Lead product discovery to validate opportunities, gather feedback, and solve customer problems
- Establish success metrics and use operational KPIs and telemetry to guide investment choices
- Communicate product vision and roadmap priorities to sales, marketing, and customer success teams
- Present data-driven recommendations and business cases to executive stakeholders
- Utilize AI tools to improve product discovery, decision-making, and prototyping
Requirements
- At least six years of SaaS product management experience owning customer-facing products from strategy through delivery
- Experience serving mid-market, enterprise, or BPO customer segments with knowledge of contact center or customer service workflows
- Demonstrated ability to translate customer needs into product strategy and measurable business outcomes
- Strong customer-facing skills in conducting discovery, validating requirements, and influencing product direction
- Experience leading cross-functional teams across product, engineering, design, and go-to-market organizations
- Analytical and problem-solving skills using data to prioritize investments and measure success
- Familiarity with omnichannel engagement, digital customer service, messaging, social, voice, and chat platforms
- Experience using AI-enabled tools to improve productivity, research, prototyping, and decision-making
- Excellent communication and executive presentation skills
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 customer experience technologies, automation, routing, agent assist, or conversational AI solutions
- Bachelor's degree in Business, Computer Science, Engineering, or a related field
- MBA degree
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 and paid sick time
- Paid Parental Bonding Leave and holiday pay
- 401(k) retirement plan with company match
- Health Savings Accounts and Dependent Care FSA with company contributions
- Employee Assistance Program and wellness initiatives
- Ongoing learning and development opportunities
Frequently Asked Questions
What is the salary range for this position?
The expected hiring range for this position is $130,000 to $200,000 per year, with exact compensation determined by qualifications, skills, experience, and training.
Can I work remotely for this role?
Yes, this role is open to remote candidates across the United States. However, team members located within 40 miles of the Scottsdale, Arizona headquarters are expected to work on-site four days per week.
What kind of experience is required?
Candidates must have at least six years of SaaS product management experience, including the ownership of customer-facing products from strategy through delivery, along with familiarity in customer service or contact center workflows.
What benefits does the company offer?
Benefits include medical, dental, vision, and telemedicine coverage, life and disability insurance, flexible time off, paid parental leave, a 401(k) with company match, health savings accounts, and wellness initiatives.
Sample Interview Questions
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