Principal Product Manager, Omnichannel CX (AI)

Location: Remote across the United States. Team members within 40 miles of the Scottsdale headquarters are expected to work onsite four days per week.

Salary: $130,000–$200,000 annually, with compensation potentially including base salary, incentives, bonuses, equity, and benefits.

Company

hirify.global develops an AI-powered, conversation-centric platform that combines customer experience and team collaboration for businesses worldwide.

What you will do

• Own product strategy, roadmap, and business outcomes for mid-market customer experience solutions serving organizations with 100–2,500 employees and BPO operators.
• Research customer needs through direct engagement, market research, product discovery, and requirements validation.
• Prioritize investments across omnichannel engagement, shared inboxes, agent workspaces, workflow automation, routing, analytics, and AI-powered productivity tools.
• Partner with Engineering, Design, Data Science, Sales, Marketing, Customer Success, and other go-to-market teams from concept through launch and adoption.
• Define success metrics and use customer insights, operational KPIs, and product telemetry to guide investment decisions.
• Communicate product vision and business cases while influencing executive stakeholders and identifying opportunities for AI-driven customer experience capabilities.

Requirements

• 6+ years of SaaS Product Management experience, including ownership of customer-facing products from strategy through delivery.
• Experience with mid-market, enterprise, or BPO customers and customer service, contact center, or customer experience workflows.
• Ability to translate customer needs into product strategy, roadmaps, and measurable business outcomes.
• Experience leading cross-functional teams and aligning Product, Engineering, Design, and go-to-market organizations.
• Strong analytical, problem-solving, customer-facing, communication, and executive presentation skills.
• Familiarity with omnichannel engagement, digital customer service, messaging, social, voice, chat, and AI-enabled product development tools.

Nice to have

• Experience with contact center, CCaaS, CX, workforce engagement, or customer service platforms.
• Experience supporting BPO, outsourcing, or multi-tenant SaaS environments.
• Familiarity with AI-powered customer experience technologies, automation, routing, agent assist, or conversational AI.
• Bachelor’s degree in Business, Computer Science, Engineering, or a related field; MBA preferred.

Culture & Benefits

• Customer-obsessed culture focused on autonomy, craft, measurable impact, collaboration, and continuous improvement.
• Modern technology environment including microservices, event streaming, real-time messaging, audio/video processing, and AI-assisted workflows.
• Medical, dental, vision, telemedicine, life, disability, and supplemental insurance plans.
• Flexible time off or PTO, paid sick time, parental bonding leave, and holiday pay.
• 401(k) with company match, Health Savings Accounts, Dependent Care FSA, wellness programs, and learning and development opportunities.