[All remote jobs](https://jobicy.com/jobs.md)[![Nextiva logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/5863278d-221.jpeg)](https://jobicy.com/company/nextiva.md)[Nextiva](https://jobicy.com/company/nextiva.md) # Principal Product Manager, Omnichannel CX Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/nextiva.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUSD 130k–230k / yrDepartment[Product & Operations](https://jobicy.com/categories/management.md)EmploymentFull TimeExperienceDirectorPublished23 Oct 2026Apply before22 Nov 2026Listing views62Application actions3Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Nextiva is seeking a senior product leader to own strategy and delivery for mid-market omnichannel customer-experience solutions. The role covers roadmap prioritization across agent workspaces, routing, workflow automation, analytics, and AI-enabled CX capabilities for businesses and BPO operators. The Principal Product Manager will conduct customer discovery, define measurable outcomes, and align Engineering, Design, Data Science, Sales, Marketing, and Customer Success around launches and adoption. Success requires substantial SaaS product-management experience, strong CX or contact-center domain knowledge, analytical judgment, and executive-level communication. The position is open to remote candidates across the United States, with a four-day onsite requirement for employees living near Scottsdale headquarters. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 5/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a principal-level, high-impact product role requiring ownership from discovery through adoption in a technically and commercially complex CX domain. The candidate must influence senior stakeholders while balancing customer needs, platform investment decisions, AI opportunities, and cross-functional execution. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$180,000US market range (per year)$170k–$240k0$264k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. The employer discloses an expected hiring range of $130,000–$230,000 USD. The posting does not specify a cadence, so yearly pay is inferred from the range magnitude and the senior US SaaS product-management context. Estimated US market compensation for a principal product manager focused on CX platforms is approximately $170,000–$240,000 USD per year, excluding equity, incentives, and benefits. ## Core skills Skills and capabilities most closely associated with this opportunity. [Product strategy](https://jobicy.com/jobs?search_keywords=Product%20strategy.md)[Product roadmap management](https://jobicy.com/jobs?search_keywords=Product%20roadmap%20management.md)[Customer discovery](https://jobicy.com/jobs?search_keywords=Customer%20discovery.md)[Omnichannel customer experience](https://jobicy.com/jobs?search_keywords=Omnichannel%20customer%20experience.md)[Contact center platforms](https://jobicy.com/jobs?search_keywords=Contact%20center%20platforms.md)[SaaS product management](https://jobicy.com/jobs?search_keywords=SaaS%20product%20management.md)[BPO operations](https://jobicy.com/jobs?search_keywords=BPO%20operations.md)[Workflow automation](https://jobicy.com/jobs?search_keywords=Workflow%20automation.md)[AI product development](https://jobicy.com/jobs?search_keywords=AI%20product%20development.md)[Product analytics](https://jobicy.com/jobs?search_keywords=Product%20analytics.md)[Cross-functional leadership](https://jobicy.com/jobs?search_keywords=Cross-functional%20leadership.md)[Go-to-market strategy](https://jobicy.com/jobs?search_keywords=Go-to-market%20strategy.md)[Executive communication](https://jobicy.com/jobs?search_keywords=Executive%20communication.md)[Market research](https://jobicy.com/jobs?search_keywords=Market%20research.md) Sample interview questionsHow would you prioritize investments across omnichannel engagement, routing, agent workspaces, and AI features?I would start with customer research, product telemetry, revenue opportunity, and operational-impact data. I would use a transparent prioritization framework that weighs customer pain severity, strategic fit, expected business impact, implementation effort, and risk, then validate the highest-value assumptions through discovery and prototypes. Describe how you would conduct product discovery with mid-market customers and BPO operators. I would segment users by workflow, scale, channel mix, and operational maturity, then combine interviews, observation, support data, and usage analysis to identify recurring problems. I would turn findings into testable problem statements, validate them with prototypes or pilots, and define measurable success criteria before committing to broad development. What metrics would you use to evaluate a new AI-powered agent-assist capability? I would measure adoption and repeat usage first, then operational outcomes such as average handling time, resolution rate, escalation rate, quality scores, and agent productivity. I would also track AI-specific measures including suggestion acceptance, accuracy, latency, safety incidents, and customer satisfaction to ensure the feature creates trustworthy value. How do you align Engineering, Design, Sales, Marketing, and Customer Success around a complex launch? I establish a shared product narrative, target customers, desired outcomes, scope, timeline, and decision owners early. I use regular cross-functional reviews, launch-readiness milestones, customer enablement materials, and a post-launch measurement plan so every team understands both its responsibilities and the customer value being delivered. Tell us about a time you used data to change a product investment decision. A strong example would show how I combined quantitative behavior data with qualitative customer evidence to challenge an assumption. I would explain the decision framework, the trade-offs considered, how stakeholders were aligned, and the resulting impact on adoption, retention, efficiency, or revenue. Opportunity details ## About this role. ### 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 – $230,000. 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](https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf). #LI-MS1 #LI-Remote 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](https://www.instagram.com/nextiva), [Instagram MX](https://www.instagram.com/nextivamexico), [YouTube](https://www.youtube.com/user/NextivaOfficial), [LinkedIn](https://www.linkedin.com/company/nextiva), and the [Nextiva Blog](https://www.nextiva.com/blog/). 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