Principal Product Manager (Omnichannel CX)

Nextiva is seeking a senior Product Manager to lead the evolution of their Omnichannel Customer Experience platform, focusing on transforming contact center communication into seamless, intelligent, omnichannel experiences.

Location: United States (Remote)

Salary: $130,000 - $230,000

Responsibilities

• Define the long-term product strategy for Omnichannel CX capabilities, ensuring unified customer engagement across voice, digital messaging (SMS, social, email), video, and emerging channels.
• Drive the dual-inbox vision: transforming shared inbox for team collaboration and personal inbox for individual agent efficiency—both into intelligent, AI-powered omnichannel engagement hubs.
• Deeply understand user needs across contact center agents, supervisors, and administrators; embed voice-of-customer insights and competitive intelligence in every decision.
• Partner with Finance and Sales to inform packaging and monetization decisions for omnichannel capabilities (stand-alone vs. bundle tiers) using data-driven insights.
• Design seamless experiences across Twitter/X, Facebook Messenger, WhatsApp, SMS, email, and video channels with consistent inbox paradigms.

Requirements

• 6+ years in SaaS Product Management, including 3+ years leading enterprise-grade contact center, omnichannel communications, or CX platform products.
• Proven success delivering ticketing systems, shared/personal inbox platforms, or omnichannel engagement tools at scale.

Benefits

• Competitive salary range of $130,000 - $230,000.
• Health plans including medical, dental, vision, and telemedicine.
• Life, disability, and supplemental indemnity plans.
• Flexible Time Off, PTO, Paid Sick Time, parental leave, holidays.
• 401(k) with company match, Health Savings Accounts, Dependent Care FSA.
• Employee Assistance Program and wellness initiatives.
• Ongoing learning and career growth opportunities.

Additional Information

• The role involves cross-functional collaboration with Engineering, Design, Data Science, and GTM teams.
• The candidate should have experience with digital channel integrations, ticket lifecycle management, content management, rich media handling, and technical architecture understanding.
• Success in 12 months includes launching major omnichannel features, improving agent efficiency, expanding channels, and achieving operational excellence.