Principal Product Manager (Omnichannel CX)

Role Overview

Nextiva is hiring a Principal Product Manager (Omnichannel CX) to lead the evolution of its Omnichannel Customer Experience platform. You will drive the product vision and execution for Nextiva’s shared inbox, personal inbox, and digital channel integrations, transforming traditional contact center communication into intelligent omnichannel experiences.

Key Responsibilities

Strategic Ownership

• Define long-term product strategy for Omnichannel CX capabilities with unified customer engagement across voice and digital channels.
• Own the dual-inbox vision:
  • Shared inbox for team collaboration
  • Personal inbox for individual agent efficiency
• Use deep understanding of user needs (agents, supervisors, administrators), embedding voice-of-customer insights and competitive intelligence.
• Partner with Finance and Sales to inform omnichannel packaging and monetization (stand-alone vs. bundled tiers) using data-driven insights.
• Design consistent inbox experiences across channels such as Twitter/X, Facebook Messenger, WhatsApp, SMS, email, and video.

Execution & Delivery

• Translate strategy into a data-informed roadmap prioritized around high-impact initiatives, including:
  • Shared Inbox: split/merge ticket workflows for team case management
  • Personal Inbox: individual agent workspace and personal queue management
  • Group SMS: shared inbox collaboration via SMS
  • Rapid agent response across channels
  • Disposition widgets and lifecycle management
  • Roles and permissions management across multi-tiered accounts
  • Omnichannel routing intelligence using AI for smart assignment and real-time context
• Collaborate with Engineering, Design, and GTM to deliver releases and establish OKRs linking customer outcomes to business goals.
• Manage technical dependencies across related admin systems to ensure cohesive shared/personal inbox delivery.
• Iterate post-launch via telemetry, experimentation, and customer feedback.
• Balance innovation speed with technical constraints (know when designs exist vs. need net-new development).

Cross-Functional Impact

• Act as a connector across Product, Design, Engineering, Data Science, and GTM to deliver unified omnichannel experiences.
• Champion a culture of experimentation, learning, and accountability.
• Influence senior stakeholders with crisp storytelling and data-backed recommendations.
• Manage feature flag rollouts and phased releases.

Requirements

• Senior-level product management experience owning complex, customer-facing platforms (specifically omnichannel or contact center adjacent domains implied).
• Demonstrated ability to translate product vision into measurable roadmaps, OKRs, and iterative improvements using telemetry and experimentation.
• Strong cross-functional leadership and stakeholder storytelling.

Nice-to-Haves

• Experience with omnichannel workflows such as ticketing, routing/disposition, permissions, and inbox paradigms.
• Experience integrating or designing experiences across social/messaging channels (e.g., WhatsApp, Facebook Messenger, X/Twitter, SMS, email, video).