Principal Product Manager, Omnichannel CX

Ladders; United States; Remote; USD 120,000 - 145,000; Full time

Benefits offered by this job

Supplemental health plan

Life and disability insurance

Flexible Time Off

Learning and development opportunities

Company match program

Job summary

Ladders is seeking a Principal Product Manager, Omnichannel CX to shape product strategy for customer experience solutions in a SaaS environment. This remote role partners with Engineering, Design, and GTM teams to translate customer insights into prioritized roadmaps and measurable outcomes.

The position drives discovery, launch execution, and adoption strategies for AI-enabled, omnichannel capabilities across mid-market, enterprise, and BPO segments.

Qualifications

• 6+ years of SaaS product management experience with customer-facing products.
• Experience working with mid-market, enterprise, or BPO customer segments.
• Ability to translate customer needs into product strategy and measurable outcomes.
• Strong customer-facing skills for discovery and requirement validation.
• Experience leading cross-functional teams across Product, Engineering, and Design.
• Analytical skills for data-driven prioritization and success measurement.
• Familiarity with omnichannel engagement and AI-enabled tools.

Responsibilities

• Own product strategy and roadmap for customer experience solutions serving mid-market customers.
• Develop a deep understanding of customer needs through direct engagement and research.
• Define and prioritize investments in omnichannel engagement and AI-enabled tools.
• Collaborate with Engineering, Design, and go-to-market teams to deliver products.
• Lead product discovery to validate opportunities and gather customer feedback.
• Drive product launches and adoption strategies to support mid-market growth.
• Establish success metrics using customer insights and operational KPIs.

Skills

SaaS product management

Mid-market / Enterprise experience

Customer discovery

Cross-functional leadership

Analytics for prioritization

Education

Bachelor’s degree in a relevant field

Tools

AI-enabled tools

Omnichannel engagement platforms

Job description

For our client, we are seeking a Principal Product Manager, Omnichannel CX to join the team of a leader in the Information Technology space.

This role will shape product strategy for customer experience solutions serving mid-market, enterprise, and BPO segments in a SaaS environment. You will partner closely with Engineering, Design, and go-to-market teams to turn customer insight into prioritized roadmaps and measurable business outcomes. The position will also drive discovery, launch execution, and adoption strategies for omnichannel engagement capabilities, including AI-enabled tools.

Location: Remote

Compensation: $120,000 – $145,000 annually

Responsibilities

• Own product strategy and roadmap for customer experience solutions serving mid-market customers
• Develop a deep understanding of customer needs through direct engagement and research
• Define and prioritize investments in omnichannel engagement and AI-enabled tools
• Collaborate with Engineering, Design, and go-to-market teams to deliver products
• Lead product discovery to validate opportunities and gather customer feedback
• Drive product launches and adoption strategies to support mid-market growth
• Establish success metrics using customer insights and operational KPIs

Qualifications

• 6+ years of SaaS Product Management experience with customer-facing products
• Experience working with mid-market, enterprise, or BPO customer segments
• Ability to translate customer needs into product strategy and measurable outcomes
• Strong customer-facing skills for discovery and requirement validation
• Experience leading cross-functional teams across Product, Engineering, and Design
• Analytical skills for data-driven prioritization and success measurement
• Familiarity with omnichannel engagement and AI-enabled tools

Benefits

• Supplemental health plan covering prescriptions, dental, and vision care
• Company-paid life and disability insurance
• Flexible Time Off (FTO) for salaried employees
• RRSP employee long-term savings plan with company match
• Employee Assistance Program and wellness initiativesAccess to ongoing learning and development opportunities

Our client is an equal opportunity employer.