Principal Product Manager (Omnichannel CX)

TL;DR

Principal Product Manager (Omnichannel CX): Leading the evolution of an Omnichannel Customer Experience platform with an accent on shared/personal inbox and digital channel integrations. Focus on designing AI-powered engagement hubs, optimizing agent workflows, and integrating social media APIs to enhance productivity and customer satisfaction.

Location: Remote (Anywhere / LATAM)

Salary: $130,000 – $230,000

Company

hirify.global is a global leader in AI-powered, conversation-centric platforms for customer experience and team collaboration.

What you will do

• Define the long-term product strategy for Omnichannel CX capabilities across voice, digital messaging, video, and emerging channels.
• Drive the vision for AI-powered shared and personal inboxes to transform them into intelligent engagement hubs.
• Translate strategy into a data-informed roadmap, prioritizing features like split/merge ticket workflows and omnichannel routing intelligence.
• Collaborate with Engineering, Design, and GTM teams to deliver high-impact releases and establish OKRs linked to business goals.
• Design seamless integrations for platforms including X (Twitter), Facebook Messenger, WhatsApp, SMS, and email.
• Influence senior stakeholders through data-backed recommendations and manage phased feature rollouts.

Requirements

• 6+ years of experience in SaaS Product Management.
• 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.
• Deep expertise in digital channel integrations (social media APIs, SMS/MMS, video platforms) and ticket lifecycle management.
• Strong analytical mindset for instrumentation and data-driven prioritization.
• Bachelor’s degree in Engineering, Computer Science, Business, or a related field.

Nice to have

• MBA degree.

Culture & Benefits

• Comprehensive health, dental, vision, and telemedicine coverage.
• Financial security with 401(k) company match and Health Savings Accounts (HSA).
• Flexible Time Off (FTO) and paid parental bonding leave.
• Access to ongoing learning and development opportunities for career advancement.
• Culture of autonomy, craft, and measurable impact within a fast-growing environment.