Principal Product Manager, Omnichannel CX (AI)

Location: Remote in Canada or the United States

Company

hirify.global provides 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.
• Engage customers, prospects, partners, internal stakeholders, and market research to identify needs, validate opportunities, and shape product direction.
• Prioritize omnichannel engagement, shared inboxes, agent workspaces, workflow automation, routing, analytics, and AI-powered productivity capabilities.
• Partner with Product, Engineering, Design, Data Science, Sales, Marketing, Customer Success, and GTM teams from concept through launch and adoption.
• Establish success metrics and use customer insights, operational KPIs, and product telemetry to guide investment decisions.
• Communicate product vision and roadmap priorities, influence executive stakeholders, and identify opportunities to embed AI-driven capabilities into customer experiences.

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, with a strong understanding of customer service, contact center, or customer experience workflows.
• Ability to translate customer needs into product strategy, roadmaps, and measurable business outcomes.
• Strong customer-facing skills, including customer discovery, requirements validation, and influencing product direction through customer insights.
• Experience leading cross-functional teams and aligning Product, Engineering, Design, and GTM organizations.
• Strong analytical and problem-solving skills, including 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.

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 solutions.
• 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 service.
• Work on omnichannel capabilities serving thousands of contact center agents across hundreds of enterprise customers.
• Modern technology environment including microservices, event streaming, real-time messaging, audio/video processing, and AI-assisted workflows.
• Competitive compensation, equity participation, supplemental health coverage, dental and vision care, life and disability insurance.
• Flexible Time Off for salaried employees, paid holidays, RRSP savings plan with company match, wellness programs, and learning and development opportunities.