Principal Product Manager (Omnichannel CX)

📋 Description

• Define long-term Omnichannel CX strategy across voice, messaging, video.
• Drive the dual-inbox vision: shared and personal inbox AI-powered hubs.
• Align with agents, supervisors, admins; embed VOC insights in decisions.
• Partner with Finance and Sales to guide monetization using data insights.
• Design inbox experiences across social, SMS, email, and video channels.
• Translate strategy into a data-informed roadmap prioritizing high-impact features.

🎯 Requirements

• 6+ years in SaaS Product Management; 3+ years in enterprise CX.
• Proven success delivering ticketing systems, shared/personal inbox, or omnichannel tools at scale.
• Expertise in digital channel integrations (social, messaging, SMS, video).
• Experience with agent/workspace optimization for shared and personal inbox workflows.
• Content management: encoding, storage, streaming, and playback.
• Agile delivery, feature flags, and phased rollout methodologies.

🎁 Benefits

• Health plans (medical, dental, vision) and telemedicine.
• Life, disability, and supplemental indemnity plans.
• Flexible time off, PTO, PST, parental leave, holidays.
• 401(k) with company match; HSA contributions.
• Wellness programs and employee assistance.
• Learning and career development opportunities.