Product Owner using generative AI to prioritize and specify Gun StoreMaster, a firearm compliance and inventory SaaS platform. Driving roadmap, discovery, and Agile delivery.
About the role
- Principal Product Manager owning omnichannel and AI-powered customer experience products at Nextiva, a customer experience and team collaboration platform. Driving mid-market strategy, launches, adoption, and measurable business outcomes.
Responsibilities
- 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 deep understanding of customer needs through 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 supporting 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 to communicate product vision, roadmap priorities, and customer value
- Influence executive stakeholders through clear communication, business cases, and data-driven recommendations
- Leverage AI tools and emerging technologies to improve product discovery, prototyping, decision-making, and execution
- Identify opportunities to embed AI-driven capabilities into the customer experience
Requirements
- 6+ years of SaaS Product Management experience, including ownership of customer-facing products from strategy through delivery
- Experience serving mid-market, enterprise, or BPO customer segments
- Strong understanding of customer service, contact center, or customer experience workflows
- Ability to translate customer needs into product strategy, roadmaps, and measurable business outcomes
- Experience conducting customer discovery, validating requirements, and influencing product direction through customer insights
- Experience leading cross-functional teams and driving alignment across Product, Engineering, Design, and GTM organizations
- Strong analytical and problem-solving skills with experience using data to prioritize investments and measure success
- Familiarity with omnichannel engagement, digital customer service, messaging, social, voice, chat, or related customer interaction platforms
- Experience using AI-enabled tools for productivity, research, prototyping, product development, or decision-making
- Excellent communication and executive presentation skills
- Preferred: experience with contact center, CCaaS, CX, workforce engagement, or customer service platforms
- Preferred: experience supporting BPO, outsourcing, or multi-tenant SaaS environments
- Preferred: familiarity with AI-powered customer experience technologies, automation, routing, agent assist, or conversational AI solutions
- Bachelor's degree in Business, Computer Science, Engineering, or a related field; MBA preferred
Benefits
- Supplemental health plan with coverage for prescriptions, paramedical expenses, dental and vision care
- Company-paid life and disability coverage
- Flexible Time Off (FTO) for salaried employees
- Paid holidays
- RRSP employee long-term savings plan with company match
- Employee Assistance Program
- Comprehensive wellness initiatives
- Ongoing learning and development opportunities
- Career advancement
- Competitive compensation
- Equity participation
- Comprehensive benefits
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Degree requirement
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