Nextiva - Principal Product Manager

Description:

Redefine the future of customer experiences.

One conversation at a time.

At Nextiva, were reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric platform.

Powered by AI, driven by human innovation.

Our culture is forward thinking, customer obsessed and built on the belief that meaningful connections drive better business outcomes.

Whether its through our signature Amazing Service, the technology we create, or the experiences we cultivate, connection is at the core of who we are.

If youre ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong.

Build Amazing.

Deliver Amazing.

Live Amazing.

Be Amazing.

Were looking for a strategic, hands-on Principal Product Manager to lead the vision and execution for our next-generation Quality and Workforce Optimization (QM/WEM/WFM) capabilities.

Youll build on a strong foundation of call recording, analytics, and scheduling tools within our CX platform transforming them into intelligent, AI-powered experiences that enhance agent productivity, customer satisfaction, and operational efficiency.

Youll shape the vision, align cross-functional teams, and deliver a roadmap that drives measurable business impact.

Key Responsibilities:

Strategic Ownership:

- Define the long-term product strategy and positioning for QM, WEM & WFM, ensuring an AI-first approach with clear differentiation and customer value.

- Deeply understand user needs across contact center operations, QA leaders, and frontline agents; embed voice-of-customer and competitive insights in every decision.

- Partner with Finance and Sales to inform packaging and monetization decisions (stand-alone vs.

bundle tiers) using data-driven insights.

Execution & Delivery:

- Translate strategy into a data-informed roadmap; prioritize features such as omnichannel quality evaluation, AI-assisted coaching, predictive WFM, real-time adherence, performance dashboards, and compliance tooling.

- Collaborate closely with Engineering, Design, and GTM to deliver high-impact releases; establish OKRs that link customer outcomes to business goals.

- Drive continuous iteration post-launch through telemetry, experimentation, and customer feedback.

Cross-Functional Impact:

- Act as a connector across Product, Design, Data Science, Engineering, and GTM to ensure cohesive delivery.

- Champion a culture of experimentation, learning, and accountability.

- Influence senior stakeholders through crisp storytelling and data-backed recommendations.

Qualifications:

- 8+ years in SaaS Product Management, including 4+ years leading enterprise-grade contact center, QM, WEM, or WFM products.

- Proven success transforming embedded capabilities into revenue-generating, standalone experiences.

- Deep expertise in quality assurance workflows, workforce forecasting & scheduling models, agent performance gamification, and compliance (GDPR, PCI, HIPAA).

- Track record of leveraging AI/ML, speech analytics, and workforce optimization algorithms to deliver measurable CX and cost outcomes.

- Experience influencing monetization, packaging, and pricing through data and market insight.

- Skilled in Agile and experimentation frameworks, with an analytical mindset for data- and AI-instrumented product decisions.

- Excellent communication and storytelling skills with the ability to influence without authority across time zones.

- Bachelors degree in Engineering, Computer Science, or Business; MBA a plus.

- Comfortable working with distributed teams and occasional travel.

What Success Looks Like In 12 Months:

- Vision & Roadmap: A clear two-year vision and KPI-driven roadmap influencing cross-product alignment.

- Customer Impact: Delivery of new AI-assisted QM/WFM capabilities adopted by at least three flagship customers with >70% engagement.

- Commercial Influence: Measurable attach rates and incremental ARR growth in key regions (North America, EU, APAC).

- Operational Excellence: Instrumentation provides real-time insights into adoption, feature performance, and churn drivers.

- Cross-Functional Collaboration: Strong partnerships across Product, Engineering, and GTM driving faster iteration and impact.

Why Join Us:
- Be part of a fast-growing company transforming the CX landscape.

- Drive the strategy and delivery of a green-field product line with global scale potential.

- Work with a modern tech stack including microservices, event streaming, generative AI, and real-time analytics.

- Join a passionate, customer-obsessed culture that values autonomy, craft, and measurable impact.

- Competitive compensation, equity participation, and comprehensive benefits.

Nextiva DNA (Core Competencies):

Nextivas most successful team members share common traits and behaviors:

Drives Results:

- Action-oriented with a passion for solving problems.

- They bring clarity and simplicity to ambiguous situations, challenge the status quo, and ask what can be done differently.

- They lead and drive change, celebrating success to build more success.

Critical Thinker:

- Understands the "why" and identifies key drivers, learning from the past.

- They are fact-based and data-driven, forward-thinking, and see problems a few steps ahead.

- They provide options, recommendations, and actions, understanding risks and dependencies.

Right Attitude:

- They are team-oriented, collaborative, competitive, and hate losing.

- They are resilient, able to bounce back from setbacks, zoom in and out, and get in the trenches to help solve important problems.

- They cultivate a culture of service, learning, support, and respect, caring for customers and teams.

Total Rewards:

Our Total Rewards offerings are designed to allow our employees to take care of themselves and their families so they can be their best, in and out of the office.

Our compensation packages are tailored to each role and candidate's qualifications.

We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation.

We aim to offer competitive salaries or wages that reflect the value you bring to our team.

Depending on the position, compensation may include base salary and/or hourly wages, incentives, or bonuses.