At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.
We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.
At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.
- Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
- Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
- Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
- Talkdesker: YOU!
We are seeking an innovative, customer-focused leader to drive the AI Platform product area at Talkdesk. As the Senior Director of Product Management, you will be at the helm of shaping a platform that powers AI-driven solutions for the future of customer engagement. You will collaborate with designers, engineers, GTM teams, and the executive leadership to build cutting-edge AI capabilities that accelerate growth and lead to market leadership.
In this role, you will oversee a mix of strategic product leadership and people management, with the opportunity to guide both product innovation and team development. As a key partner to our GTM teams, you’ll serve as the face of the AI platform, engaging with customers, prospects, and partners to drive adoption and success.
You will be successful if you are:
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A team leader: you are excited to manage/build a diverse, well-rounded team of high-performing product managers as a role model and a mentor with great people skills and cross-team collaboration experience.
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Being adaptable: you operate with a sense of urgency, creativity, and curiosity for how we can improve our products and serve our customers. You are optimistic and inspire the team to execute.
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Results-oriented: you are biased for action and deliver on your commitments. You can make tough decisions and keep focused with ruthless prioritization.
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Data-fluent: you use data to solve problems, identify opportunities, and are capable of inventing and using new metrics to learn and make decisions. Simultaneously, you can make the right decisions with incomplete data and are continually optimizing for learning.
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A bar raiser: you inspire others to bring their 'A' game and are continually looking for improvement opportunities. You don't settle and accept, "because that is the way we've always done it."
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A domain expert: you bring market knowledge to drive strategy, create a compelling vision, and educate the product and engineering organization, GTM team, and executive team on the richness of the domain of CCaaS, CPaaS, UCaaS, and telecommunications
In this role, you will:
- Own the vision for the future of Talkdesk Voice in contact centers and evangelize this vision with our customers, partners, and employees.
- Manage a team of product managers, inspiring, guiding, and mentoring your team in the “product tradecraft.”
- Define, realize, and optimize the market strategy, product roadmap, & release planning, feature delivery, and team engagement metrics
- Partner with engineering to make swift and smart decisions, move fast, and deliver value for customers
- Launch new capabilities with a highly detailed and thoughtful approach to product marketing and customer success
- Engage with customers during pre-sales and post-sales implementations to ensure the product will help them reach their desired business outcomes.
- Define and execute winning collaboration models with other product areas and GTM teams to deliver an excellent customer experience
- Actively participate in industry events, customer briefings, analyst briefings, and advisory boards
We will be looking for:
- Deep knowledge of one of the following domains: contact center as a service (CCaaS), communication platform as a service (CPaaS), unified communications as a service (UCaaS), and telecommunications
- 8+ years of product management experience in defining, launching, and growing Enterprise or SaaS products in an agile technology organization
- 3+ years of leading, mentoring, and developing product management teams
- High energy and passion for the job
- Strong organizational and analytical skills, excellent written and oral communication skills, including experience in high-level business discussions
- Professionalism, dedication and ability to work in a collaborative team environment
- Bachelor’s degree in computer science, engineering, or related work experience. MBA a plus
- Ability to deliver results in a global and remote work environment comprised of internal and external stakeholders
Work Environment and Physical Requirements:
Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)
The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.
