Senior Director, Product Management, Digital Engagement

Join us in bringing joy to customer experience.  Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.   

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves. 

The Senior Director, Product Management for Digital Engagement will be responsible for leading an important pillar within Product Management. This role is responsible for building and delivering Digital and omnichannel Engagement products to advance our Five9 Cloud contact center platform. This person will work with the Engineering, product marketing, business development, sales, and partner teams to identify, prioritize, and drive the product roadmap, product launches for key strategic Digital Engagement areas including Email, SMS, Social Messaging, Open Messaging, Visual engagement. This role has management responsibilities for a team of product managers that will grow over time as this area succeeds.  

Responsibilities: 

• Work with key stakeholders (internal, external, customer) to understand customer, market and strategic requirements and translate them into Features, Epics, and User Stories. 
• Develop, publish and maintain the Product Roadmap in collaboration and consultation with the broader Product Team and with key functional teams across the company (Eg. Sales, Services, Solution Consulting etc.) 
• Define key metrics to track product usage, growth and KPIs for success. 
• Establish relationships with customers (new and existing) to test new products and manage feedback effectively to favorably impact product outcomes. 
• Partner with the Engineering Team to ensure requirements are clear, understood and prioritized. 
• Work with Product Marketing and Sales Readiness to develop the product positioning, value proposition and pricing. 
• Provide product subject matter expertise in support of lead customer engagements, customer presentations, customer user group, and industry conferences. 
• Identify and partner with companies that can provide complementary functionality to the Five9 User Experience Applications. 
• Have a hands-on approach and an aptitude to coach others to work from strategic product direction right through to detailed requirements definition. 

Requirements & Capabilities: 

• Bachelor's degree with 10-15 years of product management experience. An MBA or equivalent master's degree is a plus. 
• 5+ years of Product Management experience, preferably with a leading Digital-first engagement (Ex: Liveperson, Sprinklr, Intercom, Kustomer, Gladly,..) or Cloud Contact Center (Genesys, TalkDesk, Nice,…) or CRM  vendor (ex: Salesforce, Zendesk, Freshworks,…).  
• Proven experience with Digital channel engagement both for inbound as well as outreach engagement.  
• Experience applying and delivering the latest LLM/AI technology to enhance the digital engagement experience is a plus. 
• An extensive track record of building product management strategies, prioritizing roadmap, shaping product pricing and delivering successful product launches. 
• 3+ year's experience managing a small team of product managers. 
• Experience organizing and running beta programs, user feedback, A/B testing etc. 
• Experience in assessing and integrating with technology partners. 
• Strong business acumen as well as strong analytical and strategic abilities. 
• A self-motivated individual with the ability to excel in a team-oriented, collaborative, and fast-paced environment. 
• Excellent written, verbal, and presentation skills. 

Bonus Points  

• If you have a fervent passion for innovation, armed with hands-on experience in design thinking, experience-based roadmap, lean startup methodologies, and other progressive innovation practices. 

Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office.  For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon office. 

As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process.  Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.

Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.

Our total reward package also includes:

• Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  The more inclusive we are, the better we are.  Five9 is an equal opportunity employer. 

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Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.