Product Manager, Global UC/CC Admin

We are an innovative leader in the Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) space, delivering cutting-edge cloud-based solutions that help businesses optimize their customer service, sales, and communication operations. Our platform empowers organizations to manage multi-channel customer interactions with ease, all while improving operational efficiency, driving business outcomes, and ultimately delivering amazing customer experiences.

We are seeking a talented and motivated Product Manager, Global UC/CC Admin to lead the creation of a unified global administration portal that integrates our UCaaS and CCaaS products. This role offers a fantastic opportunity for a product manager to grow by working alongside a senior product manager in developing this critical product. You will own the creation of a framework and portal that other product managers can contribute to, ensuring a cohesive and scalable admin experience.

Key Responsibilities:

Product Strategy & Roadmap Development

• Lead the creation and execution of the product strategy and roadmap for a unified global admin portal encompassing our UCaaS and CCaaS products.
• Design a scalable framework that allows seamless integration of various capabilities contributed by other product managers.
• Initially own key components such as 10DLC (10-Digit Long Code), acting as a forerunner in the creation of the new global admin capability.
• Stay informed about industry trends, customer needs, and competitive offerings to inform product decisions and strategy.

Cross-functional Collaboration

• Collaborate closely with other product managers, engineers, designers, and Eng teams to gather requirements and ensure the portal meets their needs.
• Work with customer success and support teams to understand end-user challenges and opportunities for improvement.
• Balance stakeholder needs with technical feasibility and business impact to prioritize features effectively.
• Act as the key point of contact for the global admin portal initiatives, facilitating transparent communication among all parties.

Team Collaboration & Growth

• Partner with a senior product manager on the development of the Global Admin Portal, leveraging their expertise to develop the product and enhance your own professional growth.
• Seek mentorship opportunities and contribute to the team's knowledge base.
• Actively participate in Agile ceremonies such as PI planning, backlog refinement, and retrospectives.

Cross-functional Collaboration

• Understand and address the needs of direct stakeholders, including other product managers and developers who utilize the shared components your team builds.
• Gain deep insights into stakeholders' customers to ensure the delivery of superior unified communications solutions.
• Act as the key point of contact for personalization and digital channel initiatives, helping to prioritize features and manage trade-offs.

Product Delivery & Management

• Create detailed product requirements, use cases, and acceptance criteria.
• Work closely with Eng and Design teams to ensure high-quality deliverables.
• Coordinate with marketing, sales, and support teams to ensure successful product launches and user adoption.

Metrics & Analytics

• Establish key performance indicators to measure the success and usability of the admin portal and its features.
• Utilize analytics tools to monitor performance and user engagement, making data-driven decisions for improvements.

Qualifications:

Experience

• 3-5+ years of product management experience in SaaS, cloud-based software, telecom, or related technology domains.
• Experience with UCaaS, CCaaS, or enterprise communications software is highly desirable.
• Understanding of cloud platforms, APIs, microservices architecture, and software integrations.
• Familiarity with Agile/Scrum methodologies and experience in an Agile development environment.

Skills & Abilities

• Ability to develop and execute product strategies and roadmaps effectively.
• Strong collaborative skills with the ability to work cross-functionally across various teams.
• Proficient in analyzing data to make informed product decisions; experience with tools like Google Analytics, Mixpanel, or similar is a plus.
• Excellent verbal and written communication skills for both technical and non-technical audiences.
• Strong problem-solving abilities with a focus on customer-centric solutions.
• Meticulous attention to detail in documentation and product development processes.

Education

• Bachelor’s Degree: In Computer Science, Engineering, Business, or a related field.
• Advanced Degree (Optional): An MBA or advanced degree is a plus but not required.

Personal Attributes

• Passionate about understanding and solving customer problems.

• Highly motivated and able to work independently with minimal supervision.
• Comfortable working in a fast-paced environment with changing priorities.
• Open to new ideas and approaches; encourages creative solutions.

Why Join Us?

• Innovative & Fast-Paced Environment: Work on cutting-edge solutions in the rapidly evolving CCaaS market.
• Impactful Work: Lead the delivery of a critical platform that directly supports our customers’ success and drives business growth.
• Growth Opportunities: As part of a high-growth company, there are ample opportunities to develop your career and take on new challenges.
• Collaborative Culture: Join a dynamic, customer-focused team that values collaboration, transparency, and continuous learning.