Director of Product - Contact Center & CX Platforms

A global industry leader is seeking a Director of Product Management to own the strategy and delivery of its worldwide contact center technology ecosystem. You'll modernize a complex, multi-region platform stack, scale AI-driven automation, and build a high-performing, pod-based product organization.

What You'll Do

• Define and execute the global product strategy and roadmap for contact center and CX technology, aligned to business outcomes


• Stand up and lead cross-functional product pods spanning product, CX/service design, engineering, QA, architecture, analytics, and delivery


• Own the platform portfolio: Amazon Connect, CRM, CDP, knowledge management, agent workspace, omnichannel communications, and mainframe/legacy integrations


• Drive adoption of conversational AI, virtual agents, intelligent routing, agent assist, and predictive personalization


• Translate Voice of Customer and operational data into prioritized investments that improve both customer and agent experience


• Standardize product management practices, governance, and delivery frameworks globally

What You Bring

• 10+ years in product management with leadership responsibility


• Deep, hands-on experience with contact center platforms (Amazon Connect strongly preferred), CRM, and CDP


• A track record of deploying AI in contact center environments at scale, with measurable results


• Experience building agile pod/squad operating models and leading global, matrixed transformations


• Strong executive communication, stakeholder management, and data-driven decision-making


• Bachelor's degree in Business, Technology, or Engineering (MBA preferred)

Why This Role

You'll have a global remit, direct influence on the customer experience for millions of customers, and the mandate to build a modern product organization from the ground up. The package includes a competitive base plus bonus and RSUs, full benefits, and a 401(k) with company match.