Director of Product Management, Contact Center Pro

This position is posted by Jobgether on behalf of Aspire Software. We are currently looking for a Director of Product Management, Contact Center Pro in United States.

As the Director of Product Management for Contact Center Pro, you will lead the charge in redefining the future of telephony for the trades industry. You will oversee the product vision, strategy, and roadmap for a next-generation omni-channel contact center platform designed to transform customer service operations. This role will place you at the forefront of innovation, driving AI-powered capabilities, seamless integrations, and enterprise-grade scalability. You will act as the general manager for the product, steering its go-to-market success, managing cross-functional collaboration, and ensuring adoption and satisfaction across a wide customer base. This is an opportunity to shape a product with major industry impact, while growing and mentoring a high-performing team in a fast-paced, collaborative environment.

Accountabilities

• Own the vision, strategy, and roadmap for the application layer including agent desktop, supervisor tools, admin console, analytics, and integrations.
• Collaborate closely with the Director of RTC & Telephony to ensure a seamless end-to-end contact center experience across application and infrastructure.
• Partner with sales, marketing, and customer success teams to support go-to-market execution, demos, messaging, and onboarding.
• Represent the product internally and externally as the voice of the customer in leadership discussions and industry forums.
• Build, mentor, and scale a high-performing product team to support the growing application portfolio.
• Oversee customer discovery and market research, engaging with agents, supervisors, and enterprise clients to identify needs and opportunities.
• Translate customer workflows and business goals into clear product requirements and user stories, ensuring on-time, high-quality delivery.
• Drive design and UX excellence for agent and supervisor workflows, balancing ease of use with enterprise-level flexibility.
• Define and track success metrics such as adoption, usage, NPS/CSAT, handle time, agent productivity, and supervisor visibility.

• 8+ years of experience in product management, including at least 3–5 years leading product teams in enterprise SaaS.
• Proven ability to operate as a product GM, owning vision, execution, and go-to-market strategy.
• Background in CCaaS is required; experience with CRM, workforce management, or other enterprise SaaS is a plus.
• Strong understanding of agent/manager workflows, reporting and analytics, omnichannel customer engagement (voice, chat, email, messaging), and system integrations.
• Experience serving mid-market to large enterprise customers, with a focus on scalability, compliance, and customization.
• Technical fluency with APIs, platform integrations, data models, and enterprise UX (deep telco expertise not required).
• Demonstrated success working cross-functionally with engineering, design, sales, support, and customer success teams.
• Ability to work East Coast hours to align with critical customer operations.
• Strategic, collaborative, and outcome-oriented mindset, with excellent communication and leadership skills.

• Competitive salary range of approximately $221,400–$296,100 per year depending on experience and location.
• Annual bonus and equity opportunities in addition to base compensation.
• Comprehensive health, dental, and vision coverage with 100% employer-paid options and 90% coverage for dependents.
• 401k match, FSA/HSA options, and access to telehealth and One Medical memberships.
• Flexible time off, strong support for professional development, and leadership training at all levels.
• Family-friendly benefits including parental leave, fertility services support, surrogacy and adoption reimbursement, and maternity resources.
• Additional perks such as pet insurance, legal advisory services, and financial planning tools.
• A supportive, inclusive culture that values individuality, diverse perspectives, and work-life balance.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.
When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.
The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role.
Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.
Thank you for your interest!

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