Principal Product Manager, Omnichannel CX

Nextiva; Vancouver; On-site; CAD 120,000 - 160,000; Full time

Job summary

Nextiva is seeking a Senior Product Manager to define and deliver mid-market customer experience capabilities, working directly with customers, partners, and internal teams to shape product direction. You will drive omnichannel and AI-powered experiences, ensuring scalable solutions for growing businesses and BPO operators.

You will own strategy, lead discovery, and collaborate across Engineering, Design, Data Science, and GTM to ship features and measure impact.

Qualifications

• Six-plus years SaaS product management experience.
• Experience serving mid-market, enterprise, or BPO segments.
• Ability to translate customer needs into strategy and roadmaps.
• Strong cross-functional leadership across Product, Engineering, Design, and GTM.
• Excellent communication and executive presentation skills.

Responsibilities

• Own the product strategy, roadmap, and business outcomes for mid-market CX solutions.
• Engage directly with customers, prospects, and internal teams to identify market opportunities.
• Define investments across omnichannel, AI, analytics, and automation.
• Partner with Engineering, Design, Data Science, and GTM to ship products.
• Lead discovery, validate opportunities, and drive adoption.
• Establish success metrics and inform investment decisions with data.
• Communicate vision and priorities to executives and teams.
• Leverage AI tools to improve discovery, prototyping, and decision-making.

Skills

SaaS PM

Mid-market experience

Customer experience

Cross-functional leadership

Analytics & data-driven

AI tools usage

Executive communication

Roadmapping

Education

Bachelor's degree or higher

Job description

Redefine the future of customer experiences. One conversation at a time.

At Nextiva, we're reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric platform. Powered by AI, driven by human innovation.

Our culture is forward thinking, customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether it's through our signature "Amazing Service®", the technology we create, or the experiences we cultivate, connection is at the core of who we are.

If you're ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong.

We're looking for a Senior Product Manager to lead our mid-market customer experience product strategy. This role is responsible for defining and delivering the capabilities that help growing businesses and BPO operators provide exceptional customer experiences while improving operational efficiency. You'll work directly with customers, partners, and internal teams to identify market opportunities, shape product direction, and bring innovative omnichannel and AI-powered experiences to market. As Nextiva continues moving up-market, you'll play a key role in ensuring our platform meets the needs of increasingly sophisticated customer service organizations.

What You’ll Do

• Own the product strategy, roadmap, and business outcomes for Nextiva's mid-market customer experience solutions serving organizations with 100-2,500 employees and BPO operators.
• Develop a deep understanding of customer needs through direct engagement with customers, prospects, internal stakeholders, and market research.
• Define and prioritize investments across omnichannel engagement, shared inboxes, agent workspaces, workflow automation, routing, analytics, and AI-powered productivity tools.
• Partner with Engineering, Design, Data Science, and GTM teams to deliver products from concept through launch and adoption.
• Lead product discovery efforts to validate opportunities, gather feedback, and ensure solutions solve meaningful customer problems.
• Drive product launches and adoption strategies that support Nextiva's growth in the mid-market segment.
• Establish success metrics and use customer insights, operational KPIs, and product telemetry to guide investment decisions.Collaborate with Sales, Marketing, and Customer Success teams to communicate product vision, roadmap priorities, and customer value.
• Influence executive stakeholders through clear communication, strong business cases, and data-driven recommendations.
• Leverage AI tools and emerging technologies to improve product discovery, prototyping, decision-making, and execution while identifying opportunities to embed AI-driven capabilities into the customer experience.

Required Qualifications

• 6+ years of SaaS Product Management experience, including ownership of customer-facing products from strategy through delivery.
• Experience serving mid-market, enterprise, or BPO customer segments with a strong understanding of customer service, contact center, or customer experience workflows.
• Demonstrated ability to translate customer needs into product strategy, roadmaps, and measurable business outcomes.
• Strong customer-facing skills with experience conducting customer discovery, validating requirements, and influencing product direction through customer insights.
• Experience leading cross-functional teams and driving alignment across Product, Engineering, Design, and GTM organizations.
• Strong analytical and problem-solving skills with experience using data to prioritize investments and measure success.
• Familiarity with omnichannel engagement, digital customer service, messaging, social, voice, chat, or related customer interaction platforms.
• Experience using AI-enabled tools to improve productivity, research, prototyping, product development, or decision-making.
• Excellent communication and executive presentation skills.

Preferred Qualifications

• Experience with contact center, CCaaS, CX, workforce engagement, or customer service platforms.
• Experience supporting BPO, outsourcing, or multi-tenant SaaS environments.
• Familiarity with AI-powered customer experience technologies, automation, routing, agent assist, or conversational AI solutions.
• Bachelor's degree in Business, Computer Science, Engineering, or a related field; MBA preferred.

Why Join Us

• Be part of a fast-growing company transforming the CX landscape with cutting-edge omnichannel capabilities
• Drive the evolution of a platform serving thousands of contact center agents daily across hundreds of enterprise customers
• Own critical features in the product roadmap with direct revenue and customer satisfaction impact
• Work with a modern tech stack including microservices, event streaming, real-time messaging, audio/video processing, and AI-assisted workflows
• Join a passionate, customer-obsessed culture that values autonomy, craft, and measurable impact
• Competitive compensation, equity participation, and comprehensive benefits

Nextiva DNA (Core Competencies)

• Drives Results: Action-oriented problem solvers who quickly bring clarity and simplicity to ambiguity, challenge the status quo, and lead meaningful change; celebrating wins to fuel momentum. They act swiftly and pragmatically, learning and improving as they go.
• Critical Thinker: Data-driven, forward-thinking individuals who identify key drivers, anticipate risks, and deliver clear recommendations. They confidently leverage AI and automation to reduce friction, improve decision-making, and focus on higher-value work.
• Right Attitude: Collaborative, competitive, and resilient team players who jump in to solve tough problems, learn from setbacks, and foster a culture of service, respect, and care for customers and teammates.

Total Rewards

Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can be their best, in and out of the office.

Our compensation packages are tailored to each role and candidate's qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary and/or hourly wages, incentives, or bonuses.

• Health – Supplemental health plan available with coverage for prescriptions, paramedical expenses, dental and vision care
• Insurance – Company paid life and disability coverage
• Work-Life Balance – Flexible Time Off (FTO) for salaried employees, paid holidays
• Financial Security – RRSP employee long-term savings plan with company match
• Wellness – Employee Assistance Program and comprehensive wellness initiatives
• Growth – Access to ongoing learning and development opportunities and career advancement

At Nextiva, we're committed to supporting our employees' health, well-being, and professional growth. Join us and build a rewarding career!

Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit USCIS.

Founded in 2008, Nextiva has grown into a global leader trusted by over 100,000 businesses and 1M+ users worldwide. Headquartered in Scottsdale, Arizona, and with teams across the globe, we're the future of customer experience and team collaboration through our AI-powered, conversation-centric platform.

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