About this role.
Nextiva is seeking a principal-level product leader to own strategy, roadmap, and measurable outcomes for mid-market omnichannel customer experience products. The role spans discovery through launch, with responsibility for capabilities such as agent workspaces, routing, workflow automation, analytics, and AI-powered productivity tools. This person will work closely with customers, BPO operators, Engineering, Design, Data Science, and go-to-market teams to prioritize investments and drive adoption. Success requires deep SaaS product-management experience, CX or contact-center domain knowledge, strong analytics, and executive-level communication. Remote work is available throughout the United States, with a four-day onsite expectation for employees within 40 miles of the Scottsdale headquarters.
Role DNA
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Job Complexity
5/5Pace & Pressure
5/5Autonomy Level
5/5Communication Load
5/5Salary analysis
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Core skills
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Sample interview questions
I would combine customer discovery, market segmentation, product telemetry, revenue impact, strategic differentiation, implementation effort, and operational risk into a transparent prioritization framework. I would validate the highest-value assumptions with targeted experiments, then align stakeholders on the expected outcome and success metrics for each investment.
I would recruit a representative mix of administrators, supervisors, agents, and executive buyers, then use interviews, workflow observation, support-ticket analysis, and usage data to identify recurring pain points. I would map current journeys, test problem statements and prototypes, and distinguish broadly repeatable needs from account-specific requests before committing roadmap capacity.
I would measure adoption and retention first, then workflow outcomes such as average handle time, after-call work, first-contact resolution, escalation rate, quality scores, and supervisor intervention. I would also track AI accuracy, override rates, customer satisfaction, and incremental revenue or retention impact, while monitoring for safety and trust concerns.
I would explain the decision using a shared customer problem, quantified business impact, delivery constraints, and clear alternatives. I would facilitate a decision meeting, document the rationale and owners, communicate the outcome to affected teams, and use post-launch metrics to verify whether the chosen tradeoff delivered the intended result.
I would clearly state what changed, why it changed, the customer and business evidence behind the decision, and the impact on timing and expected outcomes. For customers, I would tailor the message to their workflows, provide mitigation or alternative paths where appropriate, and establish a feedback loop to maintain trust.
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.
Location: While this role is open to remote candidates across the United States, team members located within 40 miles of our Scottsdale headquarters (9451 E. Via de Ventura, Scottsdale, AZ 85256) are expected to work onsite four days per week to support collaboration, speed, and execution. Specific scheduling and flexibility will be guided by your leader to support both team collaboration and individual productivity.
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.
About You:
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)
Nextiva’s most successful team members share common traits and behaviors:
- 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.
The expected hiring range is $130,000 – $200,000. A different level in the job hierarchy may apply to a specific candidate, resulting in a different hiring range.
- 🍏 Health: Multiple health plan options to suit your needs, including medical, dental, vision, and telemedicine coverage
- 💼 Insurance: Life, disability, and supplemental indemnity plans
- ⚖️ Work-Life Balance: Flexible Time Off for salaried employees, PTO for hourly employees, Paid Sick Time, Paid Parental Bonding Leave, and holiday pay
- 💰 Financial Security: 401(k) with company match, Health Savings Accounts with company contributions, Dependent Care FSA
- 🤸 Wellness: Employee Assistance Program (EAP) 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.
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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.
Want to see what life at Nextiva is all about? Connect with us on Instagram, Instagram MX, YouTube, LinkedIn, and the Nextiva Blog.
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