Product Owner - Communications Channels & AI

PHMG; Manchester; On-site; GBP 65,000 - 90,000; Full time

Job summary

PHMG is seeking a Product Owner for Communication Channels & AI to lead the technical product portfolio from Manchester. You will own Cloud Telephony, AI Receptionist and CCE, turning client needs and commercial priorities into scalable product offerings.

Lead roadmap, ensure operational readiness and quantify client value through adoption metrics, while partnering with cross-functional teams to drive growth and renewal in a rapidly evolving technology landscape.

Job description

Role: Product Owner - Communication Channels & AI

Location: Manchester

Hours: Monday-Friday 8:45am-5:15pm

As Product Owner - Technical Products, your role is to own and continuously improve PHMG's Technical product portfolio, ensuring Cloud Telephony, AI Receptionist and CCE deliver measurable client value, operationalqualityand long-term commercial growth.

You are accountable for translating client needs, technology capability, partner opportunities and commercial priorities into scalable products and service models that strengthen adoption,retentionand PHMG's competitive position.

Through H2 2026, you will lead the evolution of the technical product portfolio by bringing together product performance, platform capability, roadmap execution, client outcomes, commercial discipline, operational readiness and cross-functional alignment into one coherent product improvement agenda.

Key Objectives

• Own the strategy, design and ongoing performance of Cloud Telephony, AIReceptionistand CCE.
• Set a clear,prioritisedroadmap that balances client value, technical feasibility, commercial return, operationalcapacityand partner dependency.
• Ensure Technical products are positioned, sold,onboarded,servicedand renewed in a way that delivers measurable value for clients.
• Define the product standards, servicemodelsand client journeys that CS and Technical Production can execute consistently.
• Bring clarity to build,buyand partner decisions so product direction is deliberate, commerciallydisciplinedand scalable.

Technical Product Strategy & Roadmap

• Define the long-term direction for Cloud Telephony, AI Receptionist and CCE, including the sequence of capability,integrationsand service-model changes.
• PrioritiseAI Receptionist growth across both horizontal capability and the vertical use cases where PHMG has the strongest right to win.
• Create a clear approach for CCE in the existing base, reducingunder-utilisationand turning technicalreview, onboardingand value evidence into retention levers.
• Partner with the Creative ProductOwnerso the full product set feels coherent to clients and to the teams selling and servicing it.

Client Experience, Adoption & Value Evidence

• Define the client experience forTechnicalproducts across onboarding, configuration, in-life usage,renewaland offboarding.
• Clarify howclientsaccess, configure and understand product value through the portal, including call flows, AI Receptionistbehaviour, CCE setup and usage analytics.
• Ensure CS has the standards, data and language needed toevidencevalue, driveadoptionand manage client expectations confidently.
• Identifywhere clients slow, stall or disengage, and build product or service-model interventions that protect retention.

Commercial Performance & Partner Discipline

• Own the commercial logic of theTechnicalportfolio, including pricing, CAC, cost-to-serve, gross margin, revenueperformanceand investment cases.
• OperationalisetheGoToresell model with clear pricing, service,processand margin controls while protecting the partner relationship.
• Use data to assess whereTechnicalproducts create incremental value, where theycannibaliseexisting activity and where the model needs to change.
• Make active trade-offs between speed, quality, margin, clientexperienceand platform investment.

Operational Delivery & Launch Readiness

• Work with Technical Production and Tech to define standards, SLAs, runbooks and support models for each product and release.
• Ensure new capabilities do not go live until operationalreadiness,client communications, CSbriefingsand support routes are clear.
• Create tight governance for launch decisions, technical dependencies, client escalations, recurring provisioningissuesand partner constraints.
• Keep accountability clear between Product,Techand ProductOperationsso issues are solved at the right level rather than absorbed by CS.
• Maintain a reliable view of product performance across adoption, usage, NPS, retention, revenue, margin, serviceissuesand operational friction.
• Build structured feedback loops with CS, Client Insights, Sales,Techand Technical Production toidentifyproduct problems worth solving.
• Turn recurring client or operational issues into permanent product, process,reportingor service-model improvements.
• Use performance data to make early decisions before product issues become retention,marginor client-experience risks.

About PHMG:

Established in 1998, PHMG has grown from a Manchester-founded creative business into the world's leading audio branding agency. Today, we partner with almost 40,000 clients across more than 50 countries, including global brands such as Coca-Cola, Samsung, Adidas and Audi, alongside ambitious SMEs in virtually every sector. Innovation fuels everything we do. From day one, we set out to redefine audio branding by harmonising creativity, technology and measurable results. That mindset continues to shape our evolution as we expand beyond sound into a broader suite of client communication services. In 2025, PHMG entered a defining new chapter as an employee-owned business. Ownership now sits with the people who power our creativity, performance and growth. It strengthens our independence, sharpens our long-term focus and ensures success is shared. We are proud recipients of the King's Award for Enterprise, recognised for innovation, growth and performance excellence. Today, more than 800 colleagues across six global offices collaborate to deliver work that blends artistry with commercial impact. Joining PHMG means becoming part of a people-powered, future-focused company that values creativity, champions diversity and invests in professional growth. Sound good?