We are an innovative leader in the Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) space, delivering cutting-edge cloud-based solutions that help businesses optimize their customer service, sales, and communication operations. Our platform empowers organizations to manage multi-channel customer interactions with ease, all while improving operational efficiency, driving business outcomes, and ultimately delivering amazing customer experiences.
We are seeking a talented and motivated Product Manager, Global UC/CC Admin to lead the creation of a unified global administration portal that integrates our UCaaS and CCaaS products. This role offers a fantastic opportunity for a product manager to grow by working alongside a senior product manager in developing this critical product. You will own the creation of a framework and portal that other product managers can contribute to, ensuring a cohesive and scalable admin experience.
Key Responsibilities:
Product Strategy & Roadmap Development
- Lead the creation and execution of the product strategy and roadmap for a unified global admin portal encompassing our UCaaS and CCaaS products.
- Design a scalable framework that allows seamless integration of various capabilities contributed by other product managers.
- Initially own key components such as 10DLC (10-Digit Long Code), acting as a forerunner in the creation of the new global admin capability.
- Stay informed about industry trends, customer needs, and competitive offerings to inform product decisions and strategy.
Cross-functional Collaboration
- Collaborate closely with other product managers, engineers, designers, and Eng teams to gather requirements and ensure the portal meets their needs.
- Work with customer success and support teams to understand end-user challenges and opportunities for improvement.
- Balance stakeholder needs with technical feasibility and business impact to prioritize features effectively.
- Act as the key point of contact for the global admin portal initiatives, facilitating transparent communication among all parties.
Team Collaboration & Growth
- Partner with a senior product manager on the development of the Global Admin Portal, leveraging their expertise to develop the product and enhance your own professional growth.
- Seek mentorship opportunities and contribute to the team's knowledge base.
- Actively participate in Agile ceremonies such as PI planning, backlog refinement, and retrospectives.
Cross-functional Collaboration
- Understand and address the needs of direct stakeholders, including other product managers and developers who utilize the shared components your team builds.
- Gain deep insights into stakeholders' customers to ensure the delivery of superior unified communications solutions.
- Act as the key point of contact for personalization and digital channel initiatives, helping to prioritize features and manage trade-offs.
Product Delivery & Management
- Create detailed product requirements, use cases, and acceptance criteria.
- Work closely with Eng and Design teams to ensure high-quality deliverables.
- Coordinate with marketing, sales, and support teams to ensure successful product launches and user adoption.
Metrics & Analytics
- Establish key performance indicators to measure the success and usability of the admin portal and its features.
- Utilize analytics tools to monitor performance and user engagement, making data-driven decisions for improvements.
Qualifications:
Experience
- 3-5+ years of product management experience in SaaS, cloud-based software, telecom, or related technology domains.
- Experience with UCaaS, CCaaS, or enterprise communications software is highly desirable.
- Understanding of cloud platforms, APIs, microservices architecture, and software integrations.
- Familiarity with Agile/Scrum methodologies and experience in an Agile development environment.
Skills & Abilities
- Ability to develop and execute product strategies and roadmaps effectively.
- Strong collaborative skills with the ability to work cross-functionally across various teams.
- Proficient in analyzing data to make informed product decisions; experience with tools like Google Analytics, Mixpanel, or similar is a plus.
- Excellent verbal and written communication skills for both technical and non-technical audiences.
- Strong problem-solving abilities with a focus on customer-centric solutions.
- Meticulous attention to detail in documentation and product development processes.
Education
- Bachelor’s Degree: In Computer Science, Engineering, Business, or a related field.
- Advanced Degree (Optional): An MBA or advanced degree is a plus but not required.
Personal Attributes
- Passionate about understanding and solving customer problems.
- Highly motivated and able to work independently with minimal supervision.
- Comfortable working in a fast-paced environment with changing priorities.
- Open to new ideas and approaches; encourages creative solutions.
Why Join Us?
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Innovative & Fast-Paced Environment: Work on cutting-edge solutions in the rapidly evolving CCaaS market.
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Impactful Work: Lead the delivery of a critical platform that directly supports our customers’ success and drives business growth.
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Growth Opportunities: As part of a high-growth company, there are ample opportunities to develop your career and take on new challenges.
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Collaborative Culture: Join a dynamic, customer-focused team that values collaboration, transparency, and continuous learning.