Nextiva: Principal Product Manager (Omnichannel CX)

Headquarters: United States (Remote) 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

Headquarters: United States (Remote) 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.Build Amazing. Deliver Amazing. Live Amazing. Be Amazing. We're looking for a strategic, hands-on senior-level Product Manager to lead the evolution of our Omnichannel Customer Experience platform. You'll drive the vision and execution for our next-generation shared inbox, personal inbox, and digital channel integrations—transforming traditional contact center communication into seamless, intelligent, omnichannel experiences. You'll own critical initiatives including ticket workflows, all channels including social media, group messaging, and intelligent disposition management that enhance agent productivity, customer satisfaction, and operational efficiency across all digital touchpoints including email, SMS, social media, messaging platforms, and video channels.Key Responsibilities1. Strategic OwnershipDefine the long-term product strategy for Omnichannel CX capabilities, ensuring unified customer engagement across voice, digital messaging (SMS, social, email), video, and emerging channelsDrive the dual-inbox vision: transforming shared inbox for team collaboration and personal inbox for individual agent efficiency—both into intelligent, AI-powered omnichannel engagement hubsDeeply understand user needs across contact center agents, supervisors, and administrators; embed voice-of-customer insights and competitive intelligence in every decisionPartner with Finance and Sales to inform packaging and monetization decisions for omnichannel capabilities (stand-alone vs. bundle tiers) using data-driven insightsDesign seamless experiences across Twitter/X, Facebook Messenger, WhatsApp, SMS, email, and video channels with consistent inbox paradigms2. Execution & DeliveryTranslate strategy into a data-informed roadmap prioritizing high-impact features:Shared Inbox capabilities: Split Ticket & Merge Ticket workflows for efficient team-based case managementPersonal Inbox optimization: Individual agent workspace for managing assigned work and personal queues efficiently with laser focus on user experience.Group SMS capabilities for shared inbox collaborationDesign rapid agent response across all channelsEnhanced disposition widgets and lifecycle managementDesign roles and permissions management for omnichannel across multi-tiered accountsOmnichannel routing intelligence: smart assignment with AI powered real-time context across channelsCollaborate closely with Engineering, Design, and GTM teams to deliver high-impact releases; establish OKRs linking customer outcomes to business goalsNavigate technical dependencies across admin and myhub systems to ensure cohesive delivery across shared and personal inbox experiencesDrive continuous iteration post-launch through telemetry, experimentation, and customer feedbackBalance innovation velocity with technical constraints - understanding when designs exist vs. require net-new development3. Cross-Functional ImpactAct as a connector across Product, Design, Engineering, Data Science, and GTM to ensure unified omnichannel experiencesChampion a culture of experimentation, learning, and accountabilityInfluence senior stakeholders through crisp storytelling and data-backed recommendationsManage feature flag rollouts and phased releases to minimize riskDrive alignment on effort estimation (Low/Medium/High) and release prioritization.Coordinate with infrastructure teams on audio/video storage, streaming, and media processing requirementsQualifications6+ years in SaaS Product Management, including 3+ years leading enterprise-grade contact center, omnichannel communications, or CX platform productsProven success delivering ticketing systems, shared/personal inbox platforms, or omnichannel engagement tools at scaleWith deep expertise in:Digital channel integrations (social media APIs, messaging platforms, SMS/MMS, video platforms)Ticket lifecycle management and intelligent routing/disposition across multiple inbox paradigmsAgent workspace optimization: designing for both collaborative (shared inbox) and individual (personal inbox) workflowsContent management: encoding, storage, streaming, thumbnail generation, and playback experiencesRich media handling across channels (audio/video attachments, screen recordings, visual support content)Track record of balancing technical complexity with user simplicity - delivering intuitive experiences despite backend architectural constraintsExperience working with distributed engineering teams, managing dependencies across UI, backend, media processing, and admin systemsSkilled in Agile delivery, feature flag strategies, and phased rollout methodologiesStrong analytical mindset for instrumentation and data-driven prioritization decisionsExcellent communication and stakeholder management skills with ability to influence without authority across time zonesBachelor's degree in Engineering, Computer Science, Business, or related field; MBA a plusComfortable with occasional travel and distributed team collaborationTechnical Context & Platform KnowledgeUnderstanding of microservices architectures, API integrations, and event-driven systemsFamiliarity with social media platform APIs (Twitter/X, Meta/Facebook, Instagram)Knowledge of messaging protocols (SMS/MMS, RCS, OTT messaging platforms)Experience with ticketing system architectures, workflow engines, and business rulesUnderstanding of omni-channel routing logic, queue management, and workload distribution algorithmsAwareness of compliance requirements (data privacy, channel-specific regulations, TCPA for SMS, video recording consent and storage policies)What Success Looks Like in 12 MonthsVision & Roadmap: A clear two-year omnichannel vision and KPI-driven roadmap driving cross-product alignment and commercial differentiationFeature Delivery: Successful launch of at least 5 major omnichannel capabilities from the GA2 roadmap with >80% on-time deliveryInbox Innovation: Deployment of enhanced shared inbox and personal inbox capabilities with clear differentiation and adoption metrics for each workflow typeCustomer Impact: Measurable efficiency gains (20%+ reduction in average handle time) through split/merge ticket workflows and intelligent routing between shared/personal inboxesChannel Expansion: Integration of 2+ new digital channels (X Social, Group SMS, Video, or similar) with documented customer adoption and usage patternsCommercial Influence: Measurable attach rates and incremental ARR growth from omnichannel capabilities in key customer segmentsOperational Excellence: Comprehensive instrumentation providing real-time insights and out-of-the-box reporting into channel usage, ticket volume by source, agent productivity across inbox types, and feature adoptionQuality Metrics: <5% post-launch defect rate and >90% feature flag rollout success across customer baseCross-Functional Collaboration: Strong partnerships across Engineering, Design, and GTM enabling faster iteration cycles (2-week sprints consistently delivered)Why Join UsBe part of a fast-growing company transforming the CX landscape with cutting-edge omnichannel capabilitiesDrive the evolution of a platform serving thousands of contact center agents daily across hundreds of enterprise customersOwn critical features in the product roadmap with direct revenue and customer satisfaction impactWork with a modern tech stack including microservices, event streaming, real-time messaging, audio/video processing, and AI-assisted workflowsJoin a passionate, customer-obsessed culture that values autonomy, craft, and measurable impactCompetitive compensation, equity participation, and comprehensive benefitsNextiva DNA (Core Competencies)Nextiva’s most successful team members share common traits and behaviors:Drives Results: Action-oriented with a passion for solving problems. They bring clarity and simplicity to ambiguous situations, challenge the status quo, and ask what can be done differently. They lead and drive change, celebrating success to build more success.Critical Thinker: Understands the "why" and identifies key drivers, learning from the past. They are fact-based and data-driven, forward-thinking, and see problems a few steps ahead. They provide options, recommendations, and actions, understanding risks and dependencies.Right Attitude: They are team-oriented, collaborative, competitive, and hate losing. They are resilient, able to bounce back from setbacks, zoom in and out, and get in the trenches to help solve important problems. They cultivate a culture of service, learning, support, and respect, caring for customers and teams.Total Rewards Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can be their best, in and out of the office. Our compensation packages are tailored to each role and candidate's qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary and/or hourly wages, incentives, or bonuses. The expected hiring range is $1300,00 - $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 (FTO) for salaried employees, PTO for hourly employees, Paid Sick Time (PST), paid parental bonding leave, and paid holidays Financial Security - 401(k) with company match, Health Savings Accounts with company contributions, Dependent Care FSA Wellness ‍ - Employee Assistance Program 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. #LI-MS1 #LI-RemoteFounded 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.Want to see what life at Nextiva is all about? Connect with us on Instagram, Instagram MX, YouTube, LinkedIn, and the Nextiva Blog. To apply: https://weworkremotely.com/remote-jobs/nextiva-principal-product-manager-omnichannel-cx