Principal Product Manager (Omnichannel CX)
Core
Lead product strategy and roadmap for mid-market customer experience solutions, serving organizations with 100–2,500 employees and BPO operators.
Role type
Senior Product Manager (CX)
Builds
Omnichannel engagement, shared inboxes, agent workspaces, workflow automation, routing, analytics, and AI-powered productivity tools.
Domain
SaaS / Customer Experience / Contact Center
Deliverable
product features
Required skills
SaaS product management, customer discovery, cross-functional leadership, data-driven prioritization, omnichannel engagement, AI tool utilization
Preferred skills
CCaaS, BPO/multi-tenant SaaS, conversational AI, workforce engagement
Technologies
microservices, event streaming, real-time messaging, audio/video processing
Responsibilities
Define and prioritize investments across CX capabilities; partner with Engineering, Design, Data Science, and GTM teams; lead product discovery and validation; drive product launches and adoption strategies; establish success metrics using customer insights and telemetry; influence executive stakeholders with data-driven recommendations.
Seniority
Senior, hands-on IC