Principal Product Manager (Omnichannel CX)

About This Opportunity

We are representing a confidential SaaS organization in their search for a Principal Product Manager to lead omnichannel customer experience strategy for mid-market segments. This role will define product direction for sophisticated contact center and customer service solutions, partnering with BPO operators and growing businesses to deliver AI-powered, conversation-centric experiences.

Location: Remote, USA. Candidates within commuting distance of the Scottsdale, AZ headquarters may be expected to work onsite several days per week.

Responsibilities

• Own product strategy, roadmap, and business outcomes for customer experience solutions serving organizations with 100–2,500 employees and BPO operators
• Define and prioritize investments across omnichannel engagement, shared inboxes, agent workspaces, workflow automation, routing, analytics, and AI-powered productivity tools
• Conduct customer discovery and engagement with customers, prospects, and internal stakeholders to validate opportunities and gather market insights
• Partner with Engineering, Design, Data Science, and go-to-market teams to deliver products from concept through launch and adoption
• Establish success metrics using customer insights, operational KPIs, and product telemetry to guide investment decisions
• Drive product launches and adoption strategies supporting growth in the mid-market segment
• Collaborate with Sales, Marketing, and Customer Success teams to communicate product vision and roadmap priorities
• Influence executive stakeholders through clear communication, strong business cases, and data-driven recommendations
• Leverage AI tools and emerging technologies to improve product discovery, prototyping, and embed AI-driven capabilities into customer workflows

What We're Looking For

Required Qualifications:

• 6+ years of SaaS Product Management experience with ownership of customer-facing products from strategy through delivery
• Experience serving mid-market, enterprise, or BPO customer segments with strong understanding of customer service, contact center, or customer experience workflows
• Demonstrated ability to translate customer needs into product strategy, roadmaps, and measurable business outcomes
• Strong customer-facing skills with experience conducting customer discovery and validating requirements
• Experience leading cross-functional teams and driving alignment across Product, Engineering, Design, and GTM organizations
• Strong analytical and problem-solving skills with experience 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 to improve productivity, research, prototyping, or product development
• Excellent communication and executive presentation skills

Preferred Qualifications:

• 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 related field; MBA preferred

How We Work With You

Our talent team at Get A Job.ai partners exclusively with this client to find exceptional product leaders. When you apply through our platform, a dedicated recruiter will screen your background and experience. Qualified candidates will be submitted directly to our client for consideration. Please do not attempt to contact the employer directly—all communication and interview coordination will be managed through Get A Job.ai to ensure a streamlined process.

Pay

Compensation details will be discussed during the screening process and are competitive with market rates for this level of experience and responsibility.

Equal Employment Opportunity: Get A Job.ai is committed to inclusive hiring practices. We welcome applications from candidates of all backgrounds and do not discriminate on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.