Principal Product Management, Contact Center Pro

Ready to be a Titan?

Contractors in the trades are at the cusp of a massive technological shift in telephony. Today, they are largely using legacy systems with rigid IVRs and voice-only channels that are not tightly integrated into their operations.

Contact Center Pro is an ambitious investment to build the next generation of telephony for the trades. It's an omni-channel platform that powers all customer interactions, embedding AI agent assist features and virtual agents to transform CSR efficiency, maximize job bookings, and create a superior customer experience. We are seeking a Principal Product Manager to help lead this charge.

As a Principal Product Manager for the CCP application, you will be a critical owner of the product's success. You will be responsible for defining, building, and launching features that solve key customer problems. This is a key role for an exceptionally clear thinker who can translate complex customer needs into an actionable roadmap and drive execution with engineering and design partners.

What You'll Do:

• Feature Discovery & Definition: Lead customer discovery and market research, engaging directly with agents, supervisors, and enterprise customers to identify pain points and opportunities.

• Product Execution: Translate customer workflows and business needs into clear product requirements and user stories. Collaborate closely with engineering and design teams to ensure on-time delivery and high-quality releases.

• Roadmap Development: Define and execute the product roadmap for the application layer, including the agent desktop, supervisor tools, admin console, analytics, and integrations.

• Cross-Functional Collaboration: Partner with sales, marketing, and customer success teams to enable go-to-market execution, messaging, demos, and customer onboarding.

• Customer Advocacy: Work with support and customer success to triage escalations, address product gaps, and improve adoption. Represent the product internally, acting as a voice of the customer in leadership discussions.

• UX Excellence: Drive design and UX excellence for agent and supervisor workflows to balance ease of use with enterprise-grade flexibility.

• Measure Success: Define and track key success metrics such as adoption, usage, NPS/CSAT, handle time, and agent productivity to ensure the product is meeting its goals.

What You'll Bring:

• CCaaS background is required; other adjacent enterprise SaaS experience is a plus (e.g., CRM, workforce management, customer experience platforms). Deep understanding of agent/manager workflows, reporting/analytics, omnichannel customer engagement (voice, chat, email, messaging), and integrations with CRMs or ticketing systems.

• 8+ years in product management or relevant experience

• Experience serving mid-market to large enterprise customers, where customization, compliance, and scale are important.

• Technical Fluency: Strong grasp of APIs, platform integrations, data models, and UX for complex enterprise applications.

• Cross-functional Leadership: Proven success working with engineering, design, sales, support, and customer success to ship and scale products.

• East Coast based due to the critical morning hours for many of our customers

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. 

What We Offer:
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.

• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA