Principal Product Manager (QM / WFM)

We’re looking for a strategic, hands-on Principal Product Manager to lead the vision and execution for our next-generation Quality and Workforce Optimization (QM/WEM/WFM) capabilities. You’ll build on a strong foundation of call recording, analytics, and scheduling tools within our CX platform—transforming them into intelligent, AI-powered experiences that enhance agent productivity, customer satisfaction, and operational efficiency. You’ll shape the vision, align cross-functional teams, and deliver a roadmap that drives measurable business impact.

Key Responsibilities

• Define the long-term product strategy and positioning for QM, WEM & WFM, ensuring an AI-first approach with clear differentiation and customer value.
• Deeply understand user needs across contact center operations, QA leaders, and frontline agents; embed voice-of-customer and competitive insights in every decision.
• Partner with Finance and Sales to inform packaging and monetization decisions (stand-alone vs. bundle tiers) using data-driven insights.

• Translate strategy into a data-informed roadmap; prioritize features such as omnichannel quality evaluation, AI-assisted coaching, predictive WFM, real-time adherence, performance dashboards, and compliance tooling.
• Collaborate closely with Engineering, Design, and GTM to deliver high-impact releases; establish OKRs that link customer outcomes to business goals.
• Drive continuous iteration post-launch through telemetry, experimentation, and customer feedback.

• Act as a connector across Product, Design, Data Science, Engineering, and GTM to ensure cohesive delivery.
• Champion a culture of experimentation, learning, and accountability.
• Influence senior stakeholders through crisp storytelling and data-backed recommendations.

Qualifications

• 8+ years in SaaS Product Management, including 4+ years leading enterprise-grade contact center, QM, WEM, or WFM products.
• Proven success transforming embedded capabilities into revenue-generating, standalone experiences.
• Deep expertise in quality assurance workflows, workforce forecasting & scheduling models, agent performance gamification, and compliance (GDPR, PCI, HIPAA).
• Track record of leveraging AI/ML, speech analytics, and workforce optimization algorithms to deliver measurable CX and cost outcomes.
• Experience influencing monetization, packaging, and pricing through data and market insight.
• Skilled in Agile and experimentation frameworks, with an analytical mindset for data- and AI-instrumented product decisions.
• Excellent communication and storytelling skills with the ability to influence without authority across time zones.
• Bachelor’s degree in Engineering, Computer Science, or Business; MBA a plus.
• Comfortable working with distributed teams and occasional travel.

What Success Looks Like in 12 Months

1. Vision & Roadmap: A clear two-year vision and KPI-driven roadmap influencing cross-product alignment.
2. Customer Impact: Delivery of new AI-assisted QM/WFM capabilities adopted by at least three flagship customers with >70% engagement.
3. Commercial Influence: Measurable attach rates and incremental ARR growth in key regions (North America, EU, APAC).
4. Operational Excellence: Instrumentation provides real-time insights into adoption, feature performance, and churn drivers.
5. Cross-Functional Collaboration: Strong partnerships across Product, Engineering, and GTM driving faster iteration and impact.

Why Join Us

• Be part of a fast-growing company transforming the CX landscape.
• Drive the strategy and delivery of a green-field product line with global scale potential.
• Work with a modern tech stack including microservices, event streaming, generative AI, and real-time analytics.
• Join a passionate, customer-obsessed culture that values autonomy, craft, and measurable 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! 

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