Director, Product Management - Contact Center AI (Remote)

Vaco by Highspring

Dallas (TX)

Remote

USD 170,000 - 235,000

Full time

5 days ago

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Benefits offered by this job

Remote work

Job summary

Vaco by Highspring seeks a Director of Product Management-CX Contact Center AI to lead strategy and modernization across enterprise customer service technologies. The role focuses on AI-enabled interactions, agent productivity, and workforce orchestration in a remote, U.S.

based setup. We require extensive product leadership in contact center environments (2,000+ agents preferred), and a track record of delivering measurable business outcomes through AI and automation initiatives.

Qualifications

Bachelor's degree required and 10+ years in product management or related leadership roles.
Demonstrated experience leading product or transformation initiatives in large contact center environments.
Proven ownership of strategy, roadmaps, prioritization, and execution in enterprise settings.
Experience with AI, automation, and workforce/agent productivity improvements.

Responsibilities

Define long-term product vision and multi-year roadmaps for enterprise CX technologies.
Drive modernization across contact center platforms, AI-enabled interactions, and self-service tools.
Establish governance, investments, and success metrics for the portfolio.
Collaborate with engineering, UX, analytics, and exec leadership to deliver strategic initiatives.
Build business cases, prioritize investments, and drive cross-functional execution.