Principal Product Manager

Job Description At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences. We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth. At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker. - Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others. - Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures. - Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward. - Talkdesker: YOU At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences. We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #17 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth. At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker. Job Summary: - At Talkdesk, we are redefining the customer experience by delivering AI-powered contact center solutions that drive efficiency and innovation. We are looking for an innovative and visionary Principal Product Manager to lead the next-generation evolution of our Mobile strategy. - This highly strategic role will focus on transforming how users interact seamlessly across channels while leveraging the power of Talkdesk CXA (Talkdesk AI offerings) - You'll work cross-functionally with engineering, AI teams, design team and GTM to develop and scale a modern Mobile platform that's intelligent, extensible, and performance-oriented. This is a unique opportunity to lead one of the strategic pillars of Talkdesk platform, one that directly impacts our customer outcomes across our global customer base. - Join us in shaping the future of Mobile within the contact center space. Apply now and be part of a team that is revolutionizing the way businesses optimize their customer engagement processes. Duties and Responsibilities: - Own the product vision, strategy, and roadmap for the next-generation of Talkdesk Mobile, ensuring alignment with business goals and customer needs. - Collaborate closely with AI, engineering, UX, and business stakeholders to design a scalable, flexible, and AI-native assignment platform. - Manage the full product lifecycle, from ideation to launch and iteration, ensuring continued product excellence and market competitiveness. - Engage with enterprise customers and strategic partners to validate problems, test concepts, and drive early adoption of routing innovation. - Establish strong feedback loops and influence GTM to drive positioning, enablement, and customer success for routing capabilities. - Establish and monitor success metrics to assess product performance, user adoption, and impact on customer outcomes. Qualifications: - 10+ years of product management experience, with at least 3 years owning complex B2B mobile applications at scale - Demonstrated experience in designing or evolving Mobile applications / platforms in the B2B space. - Strong understanding of contact center operations and omnichannel service delivery (voice, chat, email, etc.). - Experience working with AI-powered products and applying performance data to real-time product decisions is strongly preferred. - Ability to define success metrics, drive prioritization based on impact, and tell a compelling story around complex platform capabilities. - Deep comfort working with cross-functional teams across AI, data science, engineering, and UX. - Excellent communication, collaboration, and stakeholder management skills. - Strong analytical and strategic thinking skills; able to connect product details to business outcomes. - A proactive, self-starter mindset with the ability to navigate ambiguity and deliver results in a fast-paced environment. - A masters degree in business is preferred. Work Environment and Physical Requirements: Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.) The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.