Company Overview:
At Vonage, we are revolutionizing customer and employee engagement through a unified, intelligent, and omni-channel platform that empowers exceptional customer and employee experiences. Our cutting-edge Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) solutions deliver seamless integration, advanced omnichannel communications capabilities, and next-generation technology to meet the evolving demands of businesses worldwide. We are committed to driving transformation by providing innovative, customer-centric solutions that enable organizations to engage, interact, and deliver personalized service at scale.
As a rapidly growing software company, we are looking for a visionary Director of Product Management – Vertical Solutions and Partnerships to lead the strategy and execution of our industry-specific solutions and key technology partnerships. This leadership role will directly influence how our CCaaS and UCaaS solutions transform industries and drive business outcomes.
Position Overview:
We are looking for an experienced, results-oriented Director of Product Management to spearhead the development and delivery of tailored vertical solutions that leverage our industry-leading CCaaS, UCaaS, and AI platforms. In this critical role, you will define and execute the strategy for bringing next-generation, unified customer engagement solutions to market for specific industries. Additionally, you will play a key role in establishing, managing and expanding strategic partnerships with technology platform providers, driving product innovation and enhancing the overall customer experience.
Key Responsibilities:
Product Strategy & Roadmap:
- Lead the end-to-end product management strategy for vertical solutions within the CCaaS, UCaaS, and AI product suites, ensuring alignment with business objectives, market needs, and revenue growth targets.
- Identify and prioritize opportunities to enhance the platform for specific industries (e.g., healthcare, retail, financial services, etc.) through targeted features, integrations, and solutions.
- Own the product roadmap for vertical solutions, from ideation to execution, ensuring seamless integration with platform capabilities to deliver innovative, omnichannel customer experiences.
- Evangelize our solutions internally and externally.
Vertical Industry Solutions Development:
- Work closely with key stakeholders, including engineering, sales, and marketing, to define industry-specific features, workflows, and use cases that leverage our CCaaS, UCaaS, and AI solutions.
- Identify and drive product integrations with key 3rd party systems specific to each vertical.
- Drive the development of tailored, go-to-market solutions for specific industries, ensuring that products meet the unique needs and regulatory requirements of each sector.
- Leverage customer feedback and market insights to continuously evolve vertical solutions, optimizing them to drive higher customer satisfaction and business value.
Technology Partnerships & Ecosystem Development:
- Identify and cultivate strategic partnerships with technology vendors, service providers, and platform providers that expand the capabilities of our solution sets.
- Work with our alliances team to lead joint go-to-market initiatives with key partners to expand the reach of vertical solutions and increase market penetration.
- Ensure product integrations with strategic technology partners deliver compelling and seamless customer experiences that differentiate our solutions in the marketplace.
- Drive compliance and certification efforts to ensure favorable placement of our solutions within partner ecosystems.
Market & Competitive Insights:
- Stay ahead of industry trends, emerging technologies, and customer needs, identifying opportunities for innovation and differentiation in the customer engagement space.
- Conduct in-depth market and competitive analysis to understand customer pain points, industry trends, and competitor solutions, ensuring our vertical solutions meet or exceed industry standards.
Cross-Functional Collaboration:
- Work collaboratively with product, engineering, marketing, and customer success teams to ensure successful product development, launch, and adoption.
- Communicate product vision, strategy, and roadmap to internal stakeholders and ensure cross-functional alignment.
- Act as a key advisor to sales and customer success teams, providing the knowledge and resources they need to drive customer engagement and product adoption.
Metrics & Performance:
- Establish clear KPIs to measure the success of vertical solutions and technology partnerships, focusing on product adoption, customer satisfaction, and business outcomes.
- Regularly assess the impact of product initiatives and partnerships, using data to drive continuous improvements and deliver on strategic goals.
Qualifications:
Education & Experience:
- Bachelor’s degree in Business, Engineering, Computer Science, or a related field (MBA or advanced degree preferred).
- 10+ years of experience in product management, with a strong focus on one or more of SaaS, UCaaS, CCaaS, or cloud-based communication products.
- Proven track record of defining, managing and launching vertical solutions, particularly in industries such as healthcare, finance, retail, or others relevant to our customer base.
- Experience with driving strategic technology partnerships and integrations, especially in the context of CCaaS or UCaaS platforms.
- Experienced within the analyst community - inquiries, surveys, and briefings.
Skills & Competencies:
- Strong understanding of the CCaaS, UCaaS, AI, and broader customer engagement ecosystem, including key trends, technologies, and challenges.
- Experience in delivering innovative solutions that blend unified communications and contact center functionalities to provide a seamless experience across the enterprise.
- Expertise in managing cross-functional teams and collaborating with engineering, design, sales, support, and marketing teams to bring a product to market.
- Proven ability to manage relationships with external partners and drive mutually beneficial business outcomes.
- Excellent communication and leadership skills, with the ability to influence stakeholders at all levels of the organization.
Preferred Qualifications:
- Experience with cloud-based platforms, APIs, and integrations with a partner ecosystem in the UCaaS/CCaaS space.
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