[Remote] Principal Product Manager (Omnichannel CX)

Note: The job is a remote job and is open to candidates in USA. reputed company is a global leader in customer experience, reimagining how businesses connect through an AI-powered platform. They are seeking a Principal Product Manager to reputed company the mid-market customer experience product strategy, focusing on delivering innovative omnichannel and AI-powered experiences to enhance customer satisfaction and operational efficiency.

Responsibilities

• Own the product strategy, roadmap, and business outcomes for reputed company's mid-market customer experience solutions serving organizations with 100–2,500 employees and BPO operators
• reputed company 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
• reputed company product discovery efforts to validate opportunities, gather feedback, and ensure solutions solve meaningful customer problems
• Drive product launches and adoption strategies that support reputed company's growth in the mid-market reputed company
• Establish reputed company metrics and use customer insights, operational KPIs, and product telemetry to guide investment reputed company
• Collaborate with Sales, Marketing, and reputed company teams to communicate product reputed company, roadmap priorities, and customer value
• Influence executive stakeholders through clear communication, strong business cases, and data-driven recommendations
• reputed company 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

Skills

• 6+ years of SaaS Product Management experience, including ownership of customer-facing products from strategy through delivery
• Experience serving mid-market, reputed company, 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 reputed company
• Familiarity with omnichannel engagement, digital customer service, messaging, social, voice, chat, or reputed company customer interaction platforms
• Experience using AI-enabled tools to improve productivity, research, prototyping, product development, or decision-making
• Excellent communication and executive presentation skills
• 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 reputed company field; MBA preferred

Benefits

• Multiple health plan options to suit your needs, including medical, dental, reputed company, 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

Company Overview