Vonage is a leading provider of cutting-edge Cloud Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) solutions, empowering small and midsize organizations to deliver amazing customer experiences, by providing the world’s most unified and intelligent CX solution. Our platform empowers enterprises with the flexibility to connect, collaborate, and engage customers across voice, video, chat, and messaging, all while ensuring seamless integration and consistency across touchpoints.
We are seeking a dynamic, strategic, and experienced Senior Director of Product Management to lead our "Unified Experiences" product strategy across our CCaaS and UCaaS platforms, ensuring that our product offerings deliver cohesive, integrated, and transformative experiences for our customers.
Position Overview:
The Senior Director, Product Management - Unified Experiences will be responsible for driving the overall vision, strategy, and execution of product initiatives that unify and optimize both the CCaaS and UCaaS offerings. You will lead cross-functional teams to define and deliver integrated, innovative product solutions that enhance communication and collaboration across customer service teams and enterprise communications. This is a high-impact role that requires a deep understanding of both CCaaS and UCaaS technologies, market trends, and customer needs, as well as the ability to align and execute against a unified product roadmap.
You will play a pivotal role in ensuring that our solutions provide an end-to-end experience for customers, delivering seamless integration between voice, video, chat, and collaboration tools within a single, unified platform. As a strategic leader, you will work closely with engineering, design, marketing, sales, and customer success teams to drive product innovations that meet evolving market demands and exceed customer expectations.
Key Responsibilities:
- Product Strategy & Vision:
- Define the long-term vision and strategy for the Unified Experiences across both CCaaS and UCaaS, ensuring alignment with overall business goals and customer needs.
- Develop and maintain a unified product roadmap that reflects market trends, competitive analysis, and customer feedback.
- Identify and prioritize key product initiatives that drive innovation and differentiation in the marketplace.
- Cross-Functional Leadership:
- Lead a team of product managers and collaborate with cross-functional teams (engineering, design, marketing, sales, customer success) to deliver integrated product solutions.
- Act as the primary product expert on unified experiences for internal teams, stakeholders, and customers.
- Drive alignment between the CCaaS and UCaaS product lines, ensuring a cohesive user experience across all communications channels.
- Market & Customer Insights:
- Conduct in-depth market research and competitive analysis to understand emerging trends, customer pain points, and business needs.
- Leverage customer feedback, analytics, and data-driven insights to continuously refine and optimize product offerings.
- Build relationships with key customers and partners to gather feedback, foster innovation, and validate product initiatives.
- Execution & Delivery:
- Own the end-to-end product lifecycle, from ideation to launch and continuous iteration.
- Collaborate with engineering and design teams to define product requirements, ensuring that features are delivered on time, within scope, and with high quality.
- Manage product releases and prioritize the development of new features and enhancements that improve the unified user experience across CCaaS and UCaaS.
- Go-To-Market & Adoption:
- Work closely with the sales, marketing, and customer success teams to develop go-to-market strategies, product positioning, and messaging.
- Support product launches and ensure internal stakeholders are trained on new features and capabilities.
- Drive customer adoption, engagement, and satisfaction through well-executed product solutions.
- Innovation & Thought Leadership:
- Stay ahead of industry trends, technological advancements, and customer needs, positioning Vonage as an industry leader in unified communication solutions.
- Advocate for new technologies, features, and innovations that will enhance the customer experience and differentiate the company in the marketplace.
Qualifications:
- Education:
- Bachelor's degree in Computer Science, Engineering, Business, or a related field (MBA preferred).
- Experience:
- 10+ years of experience in product management, with at least 5 years in a senior leadership role within the CCaaS, UCaaS, or related communication technology space.
- Proven track record of leading product teams and successfully launching integrated products that span multiple markets (e.g., CCaaS and UCaaS).
- Expertise in contact center software, unified communications, cloud platforms, and SaaS solutions.
- Strong understanding of market dynamics and customer needs in both CCaaS and UCaaS.
- Skills & Competencies:
- Strong strategic thinking and problem-solving abilities with a data-driven, customer-centric approach.
- Excellent leadership and team-building skills with the ability to motivate and influence cross-functional teams.
- Deep technical understanding of CCaaS and UCaaS solutions, including integrations with third-party tools and APIs.
- Exceptional communication, presentation, and interpersonal skills, with the ability to engage and influence both technical and non-technical stakeholders.
- Ability to manage multiple priorities in a fast-paced, dynamic environment while ensuring alignment with business objectives.
- Preferred:
- Experience working in a fast-growing SaaS or cloud-based company.
- Familiarity with industry standards, frameworks, and best practices for product management (e.g., Agile, Scrum).
Why Join Us?
At Vonage, we believe in fostering a collaborative, inclusive, and innovative culture where every team member has the opportunity to contribute to our success. As the Senior Director of Product Management, you'll play a key role in shaping the future of communication solutions that drive digital transformation for organizations around the world. If you're passionate about building innovative products, delivering unified experiences, and leading high-performing teams, we want to hear from you!
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