Principal Product Manager (Omnichannel CX)

TL;DR

Principal Product Manager (Omnichannel CX): Own the end-to-end product strategy, roadmap, and outcomes for omnichannel customer experience solutions serving mid-market and BPO customers with an accent on AI-powered CX capabilities, agent workflows, routing, automation, and measurable business impact. Focus on leading product discovery and cross-functional delivery from concept through launch while driving adoption using telemetry, customer insights, and operational KPIs.

Company

hirify.global lists this role on behalf of a partner company building an AI-powered customer experience platform.

What you will do

• Own omnichannel CX product strategy, roadmap, and outcomes aligned to business goals and customer needs.
• Define and prioritize investments across engagement, agent workflows, shared inboxes, routing, automation, analytics, and AI-powered CX capabilities.
• Lead product discovery by engaging customers, prospects, and internal stakeholders to validate needs and identify high-impact opportunities.
• Partner with Engineering, Design, Data Science, and GTM to deliver initiatives from concept through launch and adoption.
• Set success metrics and use product telemetry, customer insights, and operational KPIs to guide prioritization and performance evaluation.
• Drive launches and adoption strategies to support growth, retention, and expansion in target segments.

Requirements

• Location: based in the United States
• 6+ years of SaaS product management experience owning customer-facing products across strategy, discovery, and delivery.
• Strong background in omnichannel CX, contact center, CCaaS, or customer service platforms for mid-market, enterprise, or BPO customers.
• Proven ability to translate customer insights into scalable product strategy, roadmap decisions, and measurable outcomes.
• Hands-on experience leading cross-functional teams across Product, Engineering, Design, and GTM with strong execution discipline.
• Data-driven mindset with experimentation and analytics to guide prioritization and evaluate performance.

Culture & Benefits

• Remote-first flexibility with opportunities for in-person collaboration where applicable.
• Competitive base salary range of $130,000–$200,000 depending on experience and location.
• Equity participation as part of the total compensation package.
• Comprehensive medical, dental, and vision insurance coverage.
• Retirement benefits including 401(k) with company match.
• Flexible time off, paid sick leave, parental bonding leave, and wellness/mental health support (EAP access).

Hiring process

• AI-powered matching reviews applications quickly and objectively against core requirements.
• Shortlisted candidates are shared with the hiring company; interviews and assessments are managed by the internal team.