Principal Product Manager (Omnichannel CX)

TL;DR

Principal Product Manager (Omnichannel CX): Leading the mid-market customer experience product strategy for businesses and BPO operators with an accent on omnichannel engagement and AI-powered productivity. Focus on designing agent workspaces, automating workflows, and scaling the platform to meet the needs of sophisticated customer service organizations.

Location: Must be based in the United States. Remote permitted across the US; however, candidates within 40 miles of Scottsdale, AZ are expected to work onsite four days per week.

Salary: $130,000 - $200,000

Company

hirify.global is a global leader providing an AI-powered, conversation-centric platform for customer experience and team collaboration.

What you will do

• Own the product strategy, roadmap, and business outcomes for mid-market CX solutions serving organizations with 100–2,500 employees and BPO operators.
• Prioritize investments across omnichannel engagement, shared inboxes, agent workspaces, workflow automation, routing, and AI productivity tools.
• Lead product discovery efforts to validate opportunities and gather feedback from customers and stakeholders.
• Collaborate with Engineering, Design, Data Science, and GTM teams to deliver products from concept through adoption.
• Establish success metrics using operational KPIs and product telemetry to guide investment decisions.
• Partner with Sales and Marketing to communicate the product vision and drive mid-market growth.

Requirements

• 6+ years of SaaS Product Management experience, owning customer-facing products from strategy to delivery.
• Strong understanding of customer service, contact center, or CX workflows for mid-market or enterprise segments.
• Demonstrated ability to translate customer needs into roadmaps and measurable business outcomes.
• Experience using AI-enabled tools to improve product development and decision-making.
• Strong analytical skills and experience leading cross-functional teams.
• Must be based in the United States.

Nice to have

• Experience with CCaaS, workforce engagement, or specialized customer service platforms.
• Experience supporting BPO, outsourcing, or multi-tenant SaaS environments.
• Familiarity with conversational AI, automation, and agent assist solutions.
• Bachelor's degree in Business, CS, or Engineering; MBA preferred.

Culture & Benefits

• Competitive compensation including equity participation.
• Comprehensive health, dental, vision, and telemedicine coverage.
• Financial security with a 401(k) company match and HSA contributions.
• Flexible Time Off, paid parental bonding leave, and paid sick time.
• Access to ongoing learning, development opportunities, and career advancement.