Director, Product Management (QM / WFM)

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.

Build Amazing. Deliver Amazing. Live Amazing. Be Amazing.

We’re looking for a strategic, hands-on product leader to own and scale our new QM/WEM/WFM product line. You’ll start with a solid foundation of call recording, speech & text analytics, and scheduling capabilities that already sit inside our CX platform, then turn them into a differentiated, standalone suite that can be monetized on its own or bundled with our broader Contact-Center-as-a-Service offerings. You will shape the vision, rally engineering and GTM teams, and build a roadmap that delivers measurable improvements in agent productivity, customer experience, and operational efficiency.

This role reports directly to the VP/GM, Experience Cloud and has responsibility for the QM/WEM/WFM product portfolio.

Key Responsibilities

Strategic Ownership

Execution & Delivery

Leadership

• Define the long-term product strategy, positioning, and pricing for QM, WEM & WFM, ensuring clear differentiation and revenue growth.

• Translate strategy into a data-driven roadmap; prioritize features such as: omnichannel quality evaluation, AI-assisted coaching, intraday WFM, shift bidding, real-time adherence, performance dashboards, and compliance tooling.

• Hire, coach, and inspire a high-performing team of Product Managers, UX researchers, and analysts.

• Deeply understand user needs across contact-center ops, QA leaders, and frontline agents; embed voice-of-customer and competitive insights in every decision.

• Drive end-to-end delivery with Design, Engineering, and GTM; establish OKRs that balance customer outcomes with commercial targets.

• Foster a culture of experimentation, continuous improvement, and accountability.

• Collaborate with Finance and Sales on packaging (stand-alone vs. bundle tiers) and monetization levers such as usage-based licensing.

• Ensure every launch is market-ready: collateral, enablement, pricing, beta programs, and post-launch iteration.

• Influence senior executives and cross-functional stakeholders through crisp storytelling and data-backed proposals.

Qualifications

• 12+ yearsin SaaS product management, with5+ yearsleading enterprise contact-center, QM, WEM, or WFM products.
• Proven success turning embedded capabilities into revenue-generating standalone suites.
• Strong domain expertise in quality assurance workflows, workforce forecasting & scheduling models, agent performance gamification, and compliance (GDPR, PCI, HIPAA, etc.).
• Track record of leveraging AI/ML, speech analytics, and workforce optimization algorithms to drive measurable CX and cost outcomes.
• Demonstrated ability to own P&L, build pricing models, and partner with Sales on quota-bearing offers.
• Deep experience with Agile, experimentation frameworks, and data-instrumented product decisions.
• Excellent communication skills and the ability to influence without authority across time zones.
• Bachelor’s degree in engineering, Computer Science, or Business; MBA a plus.
• Willingness to work with geo distributed teams and some limited travel.

What Success Looks Like in 12 Months

1. Vision & Roadmap:Clear 2-year vision and a 12-month, KPI-driven roadmap approved by leadership.
2. Team Built:Fully staffed product pod with top-quartile engagement scores.
3. MVP Shipped:Standalone QM/WEM/WFM package in market, used by ≥ 3 named customer logos with account level engagement greater than 70%.
4. Commercial Traction:At least one-third of new CX mid-market deals attach the suite; pilot standalone deals in North America, EU and APAC generating incremental ARR.
5. Operational Excellence:Analytics instrumentation delivers real-time insights on adoption, feature impact, and churn drivers.