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Principal Product Manager (Omnichannel CX) in United States at Jobgether

NewJob Function: Marketing
Jobgether
United States, United States
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Job Description

Principal Product Manager (Omnichannel CX)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Principal Product Manager (Omnichannel CX) based in the United States.

This role sits at the center of a fast-evolving customer experience platform focused on helping mid-market and BPO organizations deliver seamless, intelligent, and AI-powered interactions across every channel. You will own the product vision and roadmap for omnichannel CX capabilities that directly impact how thousands of agents and end customers engage in real time. Working closely with engineering, design, data science, and go-to-market teams, you will translate customer needs into scalable product strategy and measurable business outcomes. The environment is highly collaborative and data-driven, with strong emphasis on discovery, experimentation, and iteration. You will engage directly with customers and internal stakeholders to uncover opportunities, validate solutions, and prioritize what drives the most impact. This is a high-ownership role where your decisions will shape both product direction and company growth in the mid-market segment.

Accountabilities:

Own and drive the end-to-end product strategy, roadmap, and outcomes for omnichannel customer experience solutions serving mid-market and BPO customers, ensuring alignment with business goals and customer needs.

  • Define and prioritize investments across omnichannel engagement, agent workflows, shared inboxes, routing, automation, analytics, and AI-powered CX capabilities.
  • Lead product discovery by engaging directly with customers, prospects, and internal stakeholders to validate needs and identify high-impact opportunities.
  • Partner with Engineering, Design, Data Science, and GTM teams to deliver product initiatives from concept through launch and adoption.
  • Establish success metrics and leverage product telemetry, customer insights, and operational KPIs to guide decision-making and roadmap prioritization.
  • Drive product launches and adoption strategies that support growth, retention, and expansion within target customer segments.
  • Communicate product vision and strategic direction to executive stakeholders through clear narratives, business cases, and data-backed recommendations.
  • Leverage AI tools and emerging technologies to improve product discovery, prototyping, and execution while identifying opportunities to embed AI into CX experiences.
Requirements:

Experienced product leader with 6+ years in SaaS product management, owning customer-facing products across strategy, discovery, and delivery in complex environments.

  • Strong background in omnichannel CX, contact center, CCaaS, or customer service platforms serving mid-market, enterprise, or BPO customers.
  • Proven ability to translate customer insights into scalable product strategy, roadmap decisions, and measurable business outcomes.
  • Hands-on experience leading cross-functional teams across Product, Engineering, Design, and GTM with strong execution discipline.
  • Data-driven mindset with experience using analytics, customer feedback, and experimentation to guide prioritization and performance evaluation.
  • Strong understanding of omnichannel engagement systems including messaging, voice, chat, routing, automation, and agent tools.
  • Excellent communication and executive storytelling skills, with experience influencing senior stakeholders and aligning diverse teams.
  • Familiarity with AI-enabled product development workflows and tools to enhance research, ideation, and delivery speed.
Benefits:
  • Competitive base salary with an expected range of $130,000–$200,000 depending on experience and location
  • Equity participation as part of the total compensation package
  • Comprehensive medical, dental, and vision insurance coverage
  • Retirement benefits including 401(k) with company match
  • Flexible time off, paid sick leave, and parental bonding leave
  • Wellness and mental health support programs including EAP access
  • Learning and development resources to support continuous career growth
  • Remote-first flexibility with opportunities for in-person collaboration where applicable
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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Job Location

United States, United States

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