Principal Product Manager – Omnichannel CX

Nextiva

Leading mid-market customer experience product strategy at Nextiva. Collaborate with teams to deliver innovative omnichannel solutions for growing businesses.

Posted 6/19/2026full-timeArizona • 🇺🇸 United StatesLead💰 $130,000 - $200,000 per yearWebsite

About the role

Key responsibilities & impact

Own the product strategy, roadmap, and business outcomes for Nextiva's mid-market customer experience solutions serving organizations with 100–2,500 employees and BPO operators.
Develop a deep understanding of customer needs through direct engagement with customers, prospects, internal stakeholders, and market research.
Define and prioritize investments across omnichannel engagement, shared inboxes, agent workspaces, workflow automation, routing, analytics, and AI-powered productivity tools.
Partner with Engineering, Design, Data Science, and GTM teams to deliver products from concept through launch and adoption.
Lead product discovery efforts to validate opportunities, gather feedback, and ensure solutions solve meaningful customer problems.
Drive product launches and adoption strategies that support Nextiva's growth in the mid-market segment.
Establish success metrics and use customer insights, operational KPIs, and product telemetry to guide investment decisions.
Collaborate with Sales, Marketing, and Customer Success teams to communicate product vision, roadmap priorities, and customer value.
Influence executive stakeholders through clear communication, strong business cases, and data-driven recommendations.
Leverage 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 experience.

Requirements

What you’ll need

6+ years of SaaS Product Management experience, including ownership of customer-facing products from strategy through delivery.
Experience serving mid-market, enterprise, or BPO customer segments with a strong understanding of customer service, contact center, or customer experience workflows.
Demonstrated ability to translate customer needs into product strategy, roadmaps, and measurable business outcomes.
Strong customer-facing skills with experience conducting customer discovery, validating requirements, and influencing product direction through customer insights.
Experience leading cross-functional teams and driving alignment across Product, Engineering, Design, and GTM organizations.
Strong analytical and problem-solving skills with experience using data to prioritize investments and measure success.
Familiarity with omnichannel engagement, digital customer service, messaging, social, voice, chat, or related customer interaction platforms.
Experience using AI-enabled tools to improve productivity, research, prototyping, product development, or decision-making.
Excellent communication and executive presentation skills.

Benefits

Comp & perks

Multiple health plan options to suit your needs, including medical, dental, vision, and telemedicine coverage
Life, disability, and supplemental indemnity plans
Flexible Time Off for salaried employees, PTO for hourly employees, Paid Sick Time, Paid Parental Bonding Leave, and holiday pay
401(k) with company match, Health Savings Accounts with company contributions, Dependent Care FSA
Employee Assistance Program (EAP) and comprehensive wellness initiatives
Access to ongoing learning and development opportunities and career advancement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SaaS Product Managementproduct strategyroadmapsworkflow automationanalyticsAI-powered productivity toolscustomer discoverydata analysisproduct telemetrycustomer experience workflows

Soft Skills

customer-facing skillsanalytical skillsproblem-solving skillscommunication skillsinfluencing skillscollaborationleadershipalignmentpresentation skillscustomer insights