Principal Product Manager (Omnichannel CX)

We're looking for a strategic, hands-on senior-level Product Manager to lead the evolution of our Omnichannel Customer Experience platform. You'll drive the vision and execution for our next-generation shared inbox, personal inbox, and digital channel integrations—transforming traditional contact center communication into seamless, intelligent, omnichannel experiences. You'll own critical initiatives including ticket workflows, all channels including social media, group messaging, and intelligent disposition management that enhance agent productivity, customer satisfaction, and operational efficiency across all digital touchpoints including email, SMS, social media, messaging platforms, and video channels.

Key Responsibilities

1. Strategic Ownership

• Define the long-term product strategy for Omnichannel CX capabilities, ensuring unified customer engagement across voice, digital messaging (SMS, social, email), video, and emerging channels
• Drive the dual-inbox vision: transforming shared inbox for team collaboration and personal inbox for individual agent efficiency—both into intelligent, AI-powered omnichannel engagement hubs
• Deeply understand user needs across contact center agents, supervisors, and administrators; embed voice-of-customer insights and competitive intelligence in every decision
• Partner with Finance and Sales to inform packaging and monetization decisions for omnichannel capabilities (stand-alone vs. bundle tiers) using data-driven insights
• Design seamless experiences across Twitter/X, Facebook Messenger, WhatsApp, SMS, email, and video channels with consistent inbox paradigms

2. Execution & Delivery

• Translate strategy into a data-informed roadmap prioritizing high-impact features:
• Shared Inbox capabilities: Split Ticket & Merge Ticket workflows for efficient team-based case management
• Personal Inbox optimization: Individual agent workspace for managing assigned work and personal queues efficiently with laser focus on user experience.
• Group SMS capabilities for shared inbox collaboration
• Design rapid agent response across all channels
• Enhanced disposition widgets and lifecycle management
• Design roles and permissions management for omnichannel across multi-tiered accounts
• Omnichannel routing intelligence: smart assignment with AI powered real-time context across channels
• Collaborate closely with Engineering, Design, and GTM teams to deliver high-impact releases; establish OKRs linking customer outcomes to business goals
• Navigate technical dependencies across admin and myhub systems to ensure cohesive delivery across shared and personal inbox experiences
• Drive continuous iteration post-launch through telemetry, experimentation, and customer feedback
• Balance innovation velocity with technical constraints - understanding when designs exist vs. require net-new development

3. Cross-Functional Impact

• Act as a connector across Product, Design, Engineering, Data Science, and GTM to ensure unified omnichannel experiences
• Champion a culture of experimentation, learning, and accountability
• Influence senior stakeholders through crisp storytelling and data-backed recommendations
• Manage feature flag rollouts and phased releases to minimize risk
• Drive alignment on effort estimation (Low/Medium/High) and release prioritization.
• Coordinate with infrastructure teams on audio/video storage, streaming, and media processing requirements

Qualifications

• 6+ years in SaaS Product Management, including 3+ years leading enterprise-grade contact center, omnichannel communications, or CX platform products
• Proven success delivering ticketing systems, shared/personal inbox platforms, or omnichannel engagement tools at scale

With deep expertise in:

• Digital channel integrations (social media APIs, messaging platforms, SMS/MMS, video platforms)
• Ticket lifecycle management and intelligent routing/disposition across multiple inbox paradigms
• Agent workspace optimization: designing for both collaborative (shared inbox) and individual (personal inbox) workflows
• Content management: encoding, storage, streaming, thumbnail generation, and playback experiences
• Rich media handling across channels (audio/video attachments, screen recordings, visual support content)
• Track record of balancing technical complexity with user simplicity - delivering intuitive experiences despite backend architectural constraints
• Experience working with distributed engineering teams, managing dependencies across UI, backend, media processing, and admin systems
• Skilled in Agile delivery, feature flag strategies, and phased rollout methodologies
• Strong analytical mindset for instrumentation and data-driven prioritization decisions
• Excellent communication and stakeholder management skills with ability to influence without authority across time zones
• Bachelor's degree in Engineering, Computer Science, Business, or related field; MBA a plus
• Comfortable with occasional travel and distributed team collaboration

Technical Context & Platform Knowledge

• Understanding of microservices architectures, API integrations, and event-driven systems
• Familiarity with social media platform APIs (Twitter/X, Meta/Facebook, Instagram)
• Knowledge of messaging protocols (SMS/MMS, RCS, OTT messaging platforms)
• Experience with ticketing system architectures, workflow engines, and business rules
• Understanding of omni-channel routing logic, queue management, and workload distribution algorithms
• Awareness of compliance requirements (data privacy, channel-specific regulations, TCPA for SMS, video recording consent and storage policies)

What Success Looks Like in 12 Months

• Vision & Roadmap: A clear two-year omnichannel vision and KPI-driven roadmap driving cross-product alignment and commercial differentiation
• Feature Delivery: Successful launch of at least 5 major omnichannel capabilities from the GA2 roadmap with >80% on-time delivery
• Inbox Innovation: Deployment of enhanced shared inbox and personal inbox capabilities with clear differentiation and adoption metrics for each workflow type
• Customer Impact: Measurable efficiency gains (20%+ reduction in average handle time) through split/merge ticket workflows and intelligent routing between shared/personal inboxes
• Channel Expansion: Integration of 2+ new digital channels (X Social, Group SMS, Video, or similar) with documented customer adoption and usage patterns
• Commercial Influence: Measurable attach rates and incremental ARR growth from omnichannel capabilities in key customer segments
• Operational Excellence: Comprehensive instrumentation providing real-time insights and out-of-the-box reporting into channel usage, ticket volume by source, agent productivity across inbox types, and feature adoption
• Quality Metrics: <5% post-launch defect rate and >90% feature flag rollout success across customer base
• Cross-Functional Collaboration: Strong partnerships across Engineering, Design, and GTM enabling faster iteration cycles (2-week sprints consistently delivered)

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 across hundreds of enterprise customers
• Own critical features in the product roadmap with direct revenue and customer satisfaction impact
• Work with a modern tech stack including microservices, event streaming, real-time messaging, audio/video processing, and AI-assisted workflows
• Join a passionate, customer-obsessed culture that values autonomy, craft, and measurable impact
• Competitive compensation, equity participation, and comprehensive benefits

Nextiva DNA (Core Competencies)

Nextiva’s 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 Nexties 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. 

• Health 🍏 – Supplemental health plan available with coverage for prescriptions, paramedical expenses, dental and vision care
• Insurance 💼 – Company paid life and disability coverage 
• Work-Life Balance ⚖️ – Flexible Time Off (FTO) for salaried employees, paid holidays 
• Financial Security 💰 – RRSP employee long-term savings plan with company match
• Wellness 🤸‍ – Employee Assistance Program and comprehensive wellness initiatives 
• Growth 🌱 – Access to ongoing learning and development opportunities and career advancement 

At Nextiva, we're committed to supporting our employees' health, well-being, and professional growth. Join us and build a rewarding career! 

Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit USCIS. 

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