Job description
Redefine the future of customer experiences. One conversation at a time.
We’re changing the game with a first-of-its-kind, conversation-centric platform that unifies team collaboration and customer experience in one place. Powered by AI, built by amazing humans.
Our culture is forward-thinking, customer-obsessed and built on an unwavering belief that connection fuels business and life; connections to our customers with our signature Amazing Service®, our products and services, and most importantly, each other. Since 2008, 100,000+ companies and 1M+ users rely on Nextiva for customer and team communication.
If you’re ready to collaborate and create with amazing people, let your personality shine and be on the frontlines of helping businesses deliver amazing experiences, you’re in the right place.
Build Amazing - Deliver Amazing - Live Amazing - Be Amazing
Nextiva is seeking an experienced Product Manager to lead the vision and execution of our AI Agents Platform within the Data & Intelligence Platform group. This role is central to integrating AI and automation into our unified communications platform, enhancing customer interactions with innovative, human-centered technology.
You will define the “what” and “why” of our AI Agents (voice bots, chatbots, etc.), aligning product strategy with customer needs, business goals, and market trends. Partnering closely with AI Engineers and Data Scientists, you’ll drive the development of multimodal AI features that elevate the user experience.
Success in this role requires a blend of strategic thinking and hands-on execution—crafting roadmaps, specifying requirements, and collaborating across design, research, sales, marketing, and support. Reporting to the Director of Product Management, you’ll operate in a fast-paced, agile environment, shaping Nextiva’s AI-powered future and delivering real customer and business value.
Key Responsibilities
- Product Vision & Strategy: Define and communicate a clear vision and roadmap for Nextiva’s AI Agents Platform, aligning with the company’s customer-first mission and business goals. Drive the development of AI-driven capabilities (e.g., conversational assistants, automation bots) by articulating the “what” and “why” behind each feature—ensuring they address real customer needs and support strategic objectives.
- Market & Customer Research: Deeply understand our users (business communication platform users, contact center agents, end-customers interactingwith AI) and their pain points. Conduct market research and competitive analysis to stay informed about industry trends and rival offerings in AI-driven customer engagement
- Requirements Definition: Translate product vision into detailed user personas, stories, and acceptance criteria. Collaborate with UX and engineering to define user flows and technical needs that clearly convey feature value.
- Cross-Functional Collaboration: Serve as the bridge between technical and business teams. Partner with AI Engineers, Data Scientists, UX, and other Product Managers to ensure seamless integration and alignment. Engage Sales, Marketing, and Support for feedback and launch readiness.
- Product Development & Execution: Lead agile development cycles, prioritize the AI Agent backlog, and drive sprint planning and reviews. Continuously refine priorities based on insights and impact.
- Feature Validation & Testing: Define success metrics and test plans. Oversee beta programs and use data-driven feedback to ensure features meet real-world needs and deliver measurable outcomes.
- Product Launch & Go-to-Market: Drive GTM strategy with Product Marketing. Create value propositions, enablement materials, and coordinate internal and external communications to maximize adoption.
- Post-Launch Monitoring & Iteration: Track KPIs like usage, automation success, and satisfaction. Gather feedback and iterate on features to enhance usability, performance, and customer value.
- Business & Competitive Alignment: Align product outcomes with business goals (e.g., efficiency, retention). Monitor competitors and AI trends to refine strategy and maintain a competitive edge.
- Leadership & Communication: Evangelize the AI product vision across teams and leadership. Communicate plans and results clearly, mentor peers, and champion ethical, customer-centric AI practices.
Success in this role is measured by delivering AI-powered features that improve customer experience and operational efficiency—such as higher self-service rates, faster response times, and increased satisfaction—while maintaining a strong human touch and product excellence.
Qualifications
- Education: Bachelor’s in Business, Computer Science, Engineering, or related field required; a Master’s or MBA is a plus.
- Experience: 5+ years in product management for SaaS/software, ideally with AI/ML products. Full lifecycle ownership from concept to launch.
- Domain Knowledge: Familiarity with customer experience, contact center, or unified communications is highly valuable. Awareness of AI-powered CX/CCaaS competitors is a plus.
- Technical Aptitude: Strong grasp of AI concepts (e.g., NLP, LLMs, speech recognition). Able to discuss APIs, data pipelines, and technical trade-offs with engineering.
- Strategic & Analytical Skills: Data-driven mindset with experience in defining KPIs, analyzing usage data, and using tools like A/B testing or product analytics.
- User-Centric Design: Strong UX sensibility, especially for conversational interfaces. Able to translate user feedback into intuitive, impactful features.
- Communication & Collaboration: Excellent communicator across technical and executive audiences. Proven ability to lead cross-functional teams without direct authority.
- Agile & Project Management: Skilled in Agile/Scrum, backlog management, sprint planning, and tools like Jira or Azure DevOps.
- Business Acumen: Understanding of SaaS metrics and ROI analysis. Entrepreneurial mindset with a focus on impact and adaptability.
- Learning & Adaptability: Passion for emerging tech and AI trends. Quick to learn, flexible, and responsive to evolving priorities.
Preferred
- Experience with AI/CX products (e.g., chatbots, IVRs, analytics tools).
- Leadership or mentoring experience.
- Technical background in software or data.
- Certifications in product management, Agile, or AI/ML.
- Startup or high-growth environment experience.
Why Join Nextiva’s AI Product Team?
- Shape the Future of CX: Lead the development of AI solutions that redefine customer engagement across industries.
- High-Impact Role: Work on a top strategic priority with strong executive support and significant ownership.
- Innovative Environment: Apply cutting-edge AI technologies to real-world problems in a pragmatic, product-focused way.
- Collaborative Culture: Join a multidisciplinary team that values creativity, teamwork, and customer-first thinking.
- Customer-Centric Mission: Build AI that augments—not replaces—human service, ensuring empathy, trust, and transparency.
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 Nexties 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.
- Health 🍏 – Supplemental health plan available with coverage for prescriptions, paramedical expenses, dental and vision care
- Insurance 💼 – Company paid life and disability coverage
- Work-Life Balance ⚖️ – Flexible Time Off (FTO) for salaried employees, paid holidays
- Financial Security 💰 – RRSP employee long-term savings plan with company match
- 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!
Established in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs in late 2021, valuing the company at $2.7B. To check out what’s going on at Nextiva, check us out on Instagram, Instagram (MX), YouTube, LinkedIn, and the Nextiva blog.
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