Senior Product Manager
Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.
Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!
Senior Product Manager is responsible for leading the development and management of complex products from ideation to launch. This includes defining product strategy, conducting market research, developing product roadmaps, and collaborating with cross-functional teams to ensure successful product launches. The Senior Product Manager is a senior leader who provides guidance and direction to other product managers and technical staff.
Duties and Responsibilities:
- Lead the development of complex products, from ideation to launch, ensuring they are completed on time, within budget, and meet quality standards
- Contribute to the vision and design of next-generation voice technology to support launch of new UC and Contact centre products;
- Work with engineering, marketing, and sales to build business use cases and define requirements for new feature enhancements, products, and services;
- Work closely with cross-functional teams, including Sales, Legal, Pricing, Billing, Engineering, Product Design, and Marketing, to ensure that all aspects of the product are aligned
- Develop and prioritize the product roadmap with engineering, design, marketing, and sales; track progress against milestones
- Conduct market research, gather customer feedback and work closely with stakeholders to identify customer needs and use this information to inform product prioritization decisions
- Develop and maintain relationships with key stakeholders, including customers and partners, to ensure that their needs are met and their feedback is incorporated into future products and updates
- Use data and metrics to measure the effectiveness of products and features, and make data-driven decisions to optimize product performance
- Manage the product lifecycle, from launch to end-of-life, ensuring that products are updated and maintained as needed
- Provide leadership and guidance to other product managers and technical staff, ensuring they have the resources and support needed to complete their work
- Manage relationships with suppliers, vendors, and contractors to ensure that products are developed and delivered on time and within budget
- Ensure that all product work is completed in compliance with industry regulations and standards.
Qualifications:
- Bachelor's degree in Business, Marketing, Engineering, or a related field
- Long standing experience in product management, with a proven track record of successfully launching and managing complex products
- Long standing experience in UCaaS, SIP Trunking and/or CCaaS solutions with a strong understanding of the SIP Call stack, routing, trunking and standard business telecommunications capabilities/features
- Proven experience with Global telcos or on internationally deployed telephony products
- Strong leadership and project management skills, with the ability to manage and motivate a team of product managers and technical staff
- Strong analytical skills, with the ability to use and get hands-on gathering and reporting on data and metrics to make informed product decisions
- Experience in building and managing products across the complete customer journey, from Lead to Quote to Order and In-Life support.
- Experience in the production of high quality content for consumption by internal and external teams (e.g. Sales, Customers, CSMs, Support, etc) to underpin the launch of new features and products
- Experience in developing product strategy and roadmaps, with a deep understanding of customer needs, market trends, and competitive landscape
- Excellent Commercial (P&L) experience and proven ability to collect and use product specific commercial performance data to make strategic and roadmap decisions
- Excellent communication skills, with the ability to effectively communicate product strategy and vision to cross-functional teams and senior leadership
- Experience working in an agile development environment, with a strong understanding of agile methodologies
- Experience in managing a product portfolio, with the ability to prioritize and manage multiple products simultaneously
- Strong understanding of industry regulations and standards
- Collaborative team player, with strong communication skills, including the ability to translate complex technical products and features into simple concepts and presentations;
- Proven organizational skills with attention to detail and the ability to prioritize and succeed in an environment with competing demands;
- Proven ability to take the initiative, use consultative skills and build strong, productive relationships.
- Ability to deeply understand customer problems; experienced and confident communicator in direct meetings with existing and prospect customers
Work Environment and Physical Requirements:
Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)