Principal Product Manager (QM / WEM / WFM)

Who you are

You have extensive experience in product management, particularly in Quality Management (QM), Workforce Engagement Management (WEM), and Workforce Management (WFM) — you understand the nuances of customer experience and team collaboration. Your strategic mindset allows you to define long-term product strategies that are AI-first, ensuring clear differentiation and customer value. You possess a deep understanding of user needs across contact center operations, having worked closely with cross-functional teams to deliver impactful solutions.

You thrive in a collaborative environment and are skilled at aligning diverse teams towards a common vision — your ability to communicate effectively ensures that all stakeholders are engaged and informed. You are data-driven, using analytics to guide your decisions and measure the success of your initiatives. Your passion for customer experience drives you to innovate continuously, seeking ways to enhance agent productivity and customer satisfaction.

Desirable

Experience with AI-powered tools and technologies is a plus, as is familiarity with call recording and analytics tools. You have a track record of transforming traditional processes into intelligent, automated solutions that improve operational efficiency. Your leadership style encourages team collaboration and fosters an environment where innovative ideas can flourish.

What you'll do

In this role, you will take strategic ownership of the product vision for QM, WEM, and WFM capabilities — you will define the roadmap and ensure alignment with business objectives. You will lead cross-functional teams in the development and execution of product initiatives, ensuring that they meet user needs and drive measurable business impact. Your responsibilities will include conducting user research to gather insights, analyzing market trends, and defining success metrics for your products.

You will collaborate closely with engineering, design, and marketing teams to bring your product vision to life — your role will involve overseeing the entire product lifecycle, from ideation to launch and beyond. You will be responsible for prioritizing features and enhancements based on user feedback and business goals, ensuring that the product evolves in line with market demands.

Your ability to analyze data will be crucial in measuring the success of your products — you will use insights to iterate and improve continuously. You will also play a key role in mentoring junior product managers and fostering a culture of innovation within the team. Your leadership will help shape the future of customer experiences at Nextiva, making a significant impact on how businesses connect with their customers.

What we offer

Nextiva offers a dynamic work environment where you can make a real impact on customer experiences. You will have the opportunity to work with cutting-edge AI technologies and collaborate with talented professionals who are passionate about innovation. We provide a hybrid work model that allows for flexibility while ensuring you remain connected with your team. Our culture is built on the belief that meaningful connections drive better business outcomes, and we encourage you to apply even if your experience doesn't match every requirement. Join us in redefining the future of customer experiences.