Principal Product Manager, Omnichannel CX

The posting, as Nextiva wrote it

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 st

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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 .

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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.

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