Director, Product Management (QM / WFM)

We’re looking for a strategic, hands-on product leader to own and scale our new QM/WEM/WFM product line. You’ll start with a solid foundation of call recording, speech & text analytics, and scheduling capabilities that already sit inside our CX platform, then turn them into a differentiated, standalone suite that can be monetized on its own or bundled with our broader Contact-Center-as-a-Service offerings. You will shape the vision, rally engineering and GTM teams, and build a roadmap that delivers measurable improvements in agent productivity, customer experience, and operational efficiency.

This role reports directly to the VP/GM, Experience Cloud and has responsibility for the QM/WEM/WFM product portfolio.

Key Responsibilities

Strategic Ownership

Execution & Delivery

Leadership

• Define the long-term product strategy, positioning, and pricing for QM, WEM & WFM, ensuring clear differentiation and revenue growth.

• Translate strategy into a data-driven roadmap; prioritize features such as: omnichannel quality evaluation, AI-assisted coaching, intraday WFM, shift bidding, real-time adherence, performance dashboards, and compliance tooling.

• Hire, coach, and inspire a high-performing team of Product Managers, UX researchers, and analysts.

• Deeply understand user needs across contact-center ops, QA leaders, and frontline agents; embed voice-of-customer and competitive insights in every decision.

• Drive end-to-end delivery with Design, Engineering, and GTM; establish OKRs that balance customer outcomes with commercial targets.

• Foster a culture of experimentation, continuous improvement, and accountability.

• Collaborate with Finance and Sales on packaging (stand-alone vs. bundle tiers) and monetization levers such as usage-based licensing.

• Ensure every launch is market-ready: collateral, enablement, pricing, beta programs, and post-launch iteration.

• Influence senior executives and cross-functional stakeholders through crisp storytelling and data-backed proposals.

Qualifications

• 12+ years in SaaS product management, with 5+ years leading enterprise contact-center, QM, WEM, or WFM products.
• Proven success turning embedded capabilities into revenue-generating standalone suites.
• Strong domain expertise in quality assurance workflows, workforce forecasting & scheduling models, agent performance gamification, and compliance (GDPR, PCI, HIPAA, etc.).
• Track record of leveraging AI/ML, speech analytics, and workforce optimization algorithms to drive measurable CX and cost outcomes.
• Demonstrated ability to own P&L, build pricing models, and partner with Sales on quota-bearing offers.
• Deep experience with Agile, experimentation frameworks, and data-instrumented product decisions.
• Excellent communication skills and the ability to influence without authority across time zones.
• Bachelor’s degree in engineering, Computer Science, or Business; MBA a plus.
• Willingness to work with geo distributed teams and some limited travel.

What Success Looks Like in 12 Months

1. Vision & Roadmap: Clear 2-year vision and a 12-month, KPI-driven roadmap approved by leadership.
2. Team Built: Fully staffed product pod with top-quartile engagement scores.
3. MVP Shipped: Standalone QM/WEM/WFM package in market, used by ≥ 3 named customer logos with account level engagement greater than 70%.
4. Commercial Traction: At least one-third of new CX mid-market deals attach the suite; pilot standalone deals in North America, EU and APAC generating incremental ARR.
5. Operational Excellence: Analytics instrumentation delivers real-time insights on adoption, feature impact, and churn drivers.

• Be part of a fast-growing company that is transforming the CX landscape
• Own and scale a green-field product line with global market potential.
• Work with a modern tech stack that includes micro-services, event streaming, generative AI, and real-time analytics.
• Join a passionate, customer-obsessed culture that values autonomy, craft, and high impact.
• Competitive compensation, equity participation, and comprehensive benefits.

Nextiva DNA (Core Competencies)

Nextiva’s most successful team members share common traits and behaviors:

• Drives Results: Action-oriented with a passion for solving problems. They bring clarity and simplicity to ambiguous situations, challenge the status quo, and ask what can be done differently. They lead and drive change, celebrating success to build more success.
• Critical Thinker: Understands the "why" and identifies key drivers, learning from the past. They are fact-based and data-driven, forward-thinking, and see problems a few steps ahead. They provide options, recommendations, and actions, understanding risks and dependencies.
• Right Attitude: They are team-oriented, collaborative, competitive, and hate losing. They are resilient, able to bounce back from setbacks, zoom in and out, and get in the trenches to help solve important problems. They cultivate a culture of service, learning, support, and respect, caring for customers and teams.

Total Rewards

Our Total Rewards offerings are designed to allow our employees to take care of themselves and their families so they can be their best, in and out of the office.

Our compensation packages are tailored to each role and candidate's qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary and/or hourly wages, incentives, or bonuses.

• Medical 🩺 - Medical insurance coverage is available for employees, their spouse, and up to two dependent children with a limit of 500,000 INR, as well as their parents or in-laws for up to 300,000 INR. This comprehensive coverage ensures that essential healthcare needs are met for the entire family unit, providing peace of mind and security in times of medical necessity.
• Group Term & Group Personal Accident Insurance 💼 - Provides insurance coverage against the risk of death / injury during the policy period sustained due to an accident caused by violent, visible & external means.
  • Coverage Type - Employee Only
  • Sum Insured - 3 times of annual CTC with minimum cap of INR 10,00,000
  • Free Cover Limit - 1.5 Crore
• Work-Life Balance ⚖️ - 15 days of Privilege leaves per calendar year, 6 days of Paid Sick leave per calendar year, 6 days of Casual leave per calendar year. Paid 26 weeks of Maternity leaves, 1 week of Paternity leave, a day off on your Birthday, and paid holidays
• Financial Security💰 - Provident Fund & Gratuity
• Wellness 🤸‍ - Employee Assistance Program and comprehensive wellness initiatives
• Growth 🌱 - Access to ongoing learning and development opportunities and career advancement

At Nextiva, we're committed to supporting our employees' health, well-being, and professional growth. Join us and build a rewarding career! 

#LI-AK1 #LI-Hybrid