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 driven Senior Manager of Product Management – Personalization and Digital Channels to spearhead the development and management of our digital channels and personalization strategies. In this role, you will lead the evolution of our digital channels across CCaaS and UCaaS offerings, own the personalized customer experience, manage CRM integrations, and guide a distributed team toward delivering exceptional, unified communications solutions.
Key Responsibilities:
Product Strategy & Roadmap Development:
- Develop and execute the product strategy and roadmap for all digital channels, including current platforms such as Webchat, WhatsApp, SMS, and Email, as well as future additions such as RCS, Facebook, Slack, Microsoft Teams, and Instagram.
- Stay informed about market trends, business needs, and customer demands to set and adjust the digital channel strategy accordingly.
- Define clear objectives, milestones, and key results (OKRs) for the digital channels and personalization initiatives, ensuring alignment with both short-term and long-term business goals.
Personalization Leadership:
- Lead the creation and enhancement of personalized experiences across our CCaaS and UCaaS platforms, ensuring consumers receive tailored interactions when they engage with businesses using our solutions.
- Develop and implement strategies that leverage data and advanced technologies to deliver highly personalized customer experiences.
CRM Integrations & Strategy:
- Own all Customer Relationship Management (CRM) integrations, formulating strategies to optimize their effectiveness within our platform.
- Work closely with CRM partners and internal teams to ensure seamless integration and functionality that enhances personalization and customer experience.
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.
Team Leadership & Mentorship:
- Guide and mentor a distributed team of product managers and professionals involved in the platform's development and lifecycle.
- Cultivate a culture of collaboration, innovation, and accountability within the team.
Metrics & Analytics:
- Establish key performance indicators to track the success of personalization and digital channel initiatives.
- Analyze customer usage patterns, feedback, and product performance data to drive continuous improvements.
Personal Attributes:
- Inspires and motivates teams to innovate in personalization and digital channels.
- Passionate about exceeding customer expectations to deliver exceptional experiences.
- Leverages analytics to make impactful, informed product decisions.
- Thrives in fast-paced environments, turning challenges into opportunities.
Qualifications:
Experience
- 7+ years of experience in product management, with at least 3-5 years in a leadership role within SaaS, cloud-based software, or a related technology domain.
- Experience in CCaaS, UCaaS, telecom, or enterprise software is highly desirable.
- Familiarity with Agile development methodologies like Scrum and Kanban, and managing product lifecycles in an Agile environment.
- Bachelor’s degree in Computer Science, Engineering, Business, or a related field. An MBA or advanced degree is a plus.
Expertise in Digital Channels and Personalization
- Deep understanding of digital communication channels like Webchat, WhatsApp, SMS, Email, and emerging platforms such as RCS, Facebook, Slack, Microsoft Teams, and Instagram.
- Proven track record in developing and implementing personalization strategies in customer-facing platforms.
CRM Integration Experience
- Strong experience with CRM systems and their integration into product offerings.
- Ability to leverage CRM data effectively to enhance personalization and customer engagement.
Technical Understanding
- Technical Acumen: Solid technical background with the capability to comprehend complex software solutions.
- Platform Familiarity: Familiarity with cloud platforms, APIs, integrations, and SaaS architecture is a plus.
Data-Driven Decision Making
- Proficient in deriving insights from both qualitative and quantitative data.
- Experience with product analytics tools and making data-driven decisions to refine product offerings.
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.
