Nextiva: Principal Product Manager (Omnichannel CX)

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Job Overview

Nextiva is on a mission to redefine customer experiences through a conversation-centric platform powered by AI. As a prominent player in the industry, they focus on uniting customer experience and collaboration tools. The company culture emphasizes customer obsession and the importance of meaningful connections to drive successful business outcomes. They seek a Principal Product Manager to oversee the evolution of their Omnichannel Customer Experience platform, leading the vision and execution.

Key Responsibilities

As the Principal Product Manager at Nextiva, you will be responsible for:

1. Strategic Ownership: You will define the long-term strategy for Omnichannel CX capabilities. This includes ensuring unified engagement across voice, digital messaging, social media, and more. You will collaborate with different departments to guide decisions about packaging and monetization.

2. Execution & Delivery: You will translate strategies into a data-informed roadmap, prioritizing features and ensuring tight specifications across multiple channels. You will be involved in designing intuitive workflows that enhance agent productivity and customer satisfaction.

3. Cross-Functional Impact: You will act as a bridge across various departments, including Product, Design, Engineering, and Data Science, to ensure that omnichannel experiences are cohesive and user-friendly. You will manage the rollout of new features and coordinate efforts to maintain project timelines.

Required Qualifications

To succeed in this role, candidates should ideally possess:

• A minimum of 6 years of experience in SaaS product management, including at least 3 years with omnichannel communications platforms.
• Proven success in delivering complex ticketing systems, shared/personal inbox platforms, or similar tools.
• Deep expertise in technologies like social media APIs, messaging platforms, and intelligent routing.
• Strong analytical skills for data-driven decision-making.
• A bachelor’s degree in Engineering, Computer Science, Business, or a related field; an MBA is a plus.

Candidate Skills

Ideal candidates will have the following skills:

• Proficiency in Agile methodologies, feature flag strategies, and phased rollout techniques.
• Excellent communication and stakeholder management abilities.
• Strong analytical mindset for instrumentation and prioritization.
• Familiarity with microservices architectures and API integrations.

Company Culture and Environment

Nextiva promotes a culture that values innovation, collaboration, and accountability. They encourage experimentation and view failures as opportunities for learning. Employees at Nextiva appreciate a dynamic work environment where diverse ideas are embraced, and teamwork is prioritized.

Benefits and Compensation

Nextiva offers a competitive compensation package to ensure that employees can take care of themselves and their families. This includes equity participation and comprehensive benefits packages designed to support the well-being of employees.

What You Will Achieve

Success in this role is measurable through several KPIs:

• Development of a compelling two-year omnichannel vision with a roadmap that resonates across products.
• Launching at least 5 major omnichannel capabilities with a focus on customer satisfaction and operational efficiency.
• Expanding channel integrations and documenting customer adoption metrics.

Why Work with Nextiva

Nextiva is rapidly evolving as a transformative force in the CX landscape. By joining them, you will contribute to enhancing customer interactions while working with cutting-edge technology that impacts contact center agents daily. The role not only offers the opportunity to be a part of exciting features but also provides a chance to have a direct impact on customer satisfaction and company revenue.

Final Thoughts

For candidates looking to be part of a forward-thinking company that values innovation and customer experience, Nextiva presents a promising opportunity. As you prepare your application, consider how your skills and experience align with the key responsibilities and qualifications outlined. Demonstrating a clear understanding of the role and its impact will be crucial to standing out in the hiring process.

This job offer was originally published on weworkremotely.com