Company Overview:
We are an innovative leader in the Contact Center as a Service (CCaaS) 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 looking for a talented and driven Senior Manager of Product Management to lead the development and delivery of our Business Support System (BSS) platform, Developer Experience, and core platform Stability and Scalability program. The BSS Platform will serve as the foundation for onboarding, catalog management, ordering, pricing, metering, billing, support, and renewals across our contact center services. In this role, you will play a critical part in building a seamless, scalable, and efficient platform that supports both our internal operations and delivers an exceptional experience to our customers.
Key Responsibilities:
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Product Strategy & Roadmap Development:
Lead the product strategy and roadmap for the BSS platform, Developer Experience, and Scalability/Stability requirements. They will collaborate with key stakeholders (engineering, sales, marketing, customer success, and operations) to align business needs with product functionality. Define clear objectives, milestones, and key results (OKRs) for the platform, ensuring that it meets both short-term and long-term business goals.
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Platform Delivery & Management:
Oversee the design, development, and launch of the BSS platform, including key modules like onboarding, catalog management, ordering, pricing, metering, billing, support, and renewals. Additionally, enhance the platform to focus on Developer Experience, ensuring it is user-centric, highly functional, and aligned with CCaaS industry standards while also meeting the business's scalability and stability needs.
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Cross-functional Collaboration:
Partner closely with engineering, UX/UI, sales, customer success, and legal teams to deliver a cohesive product. Act as the key point of contact for BSS platform-related initiatives, helping to prioritize features and manage trade-offs.
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Customer & Market Insights:
Conduct market research, customer interviews, and competitive analysis to stay ahead of market trends and customer needs. Use insights to inform product decisions and ensure the platform delivers value to both end-users and internal stakeholders.
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Platform Scalability & Optimization:
Ensure the platform is scalable, secure, and adaptable to the growing needs of our CCaaS and UCaaS offerings. Work with engineering teams to optimize platform performance, maintain reliability, and continuously improve product functionality.
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Metrics & Analytics:
Define key performance indicators (KPIs) to track the success of the BSS platform and its modules (onboarding, billing, support, etc.). Analyze customer usage, feedback, and product performance to continuously improve the platform.
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Leadership & Mentorship:
Lead and mentor a team of product managers and other professionals involved in the development and lifecycle of the platform. Foster a culture of collaboration, innovation, and accountability.
Qualifications:
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Experience:
7+ years of experience in product management, with at least 3-5 years in a leadership role, ideally in SaaS, cloud-based software, or a related technology domain. Experience in CCaaS, telecom, or enterprise software is highly desirable.
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Expertise in BSS Platforms:
Deep knowledge of Business Support Systems (BSS) functions such as onboarding, catalog, ordering, pricing, metering, billing, support, and renewals. Familiarity with the processes and systems required to support a subscription-based or usage-based business model is essential.
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Cross-functional Leadership:
Proven ability to lead cross-functional teams (engineering, UX/UI, sales, marketing, etc.) and influence stakeholders at all levels to ensure successful product delivery. Strong communication, negotiation, and conflict resolution skills.
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Technical Understanding:
Strong technical background with the ability to understand complex software solutions. Familiarity with cloud platforms, APIs, integrations, and SaaS architecture is a plus.
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Customer-Centric:
Ability to translate customer needs into actionable product requirements, with a strong focus on delivering exceptional user experiences. Experience working closely with customer-facing teams to gather insights and drive customer satisfaction.
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Data-Driven Decision Making:
Strong analytical skills with the ability to derive insights from both qualitative and quantitative data. Experience using product analytics tools (e.g., Mixpanel, Google Analytics) and making data-driven decisions to improve product offerings.
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Agile Methodology:
Experience with Agile development methodologies (Scrum, Kanban) and managing product lifecycles in an Agile environment.
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Education:
A bachelor’s degree in Computer Science, Engineering, Business, or a related field. MBA or advanced degree is a plus.
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.
