Sr. Product Manager

About Dialpad

Dialpad is the leading Ai-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, Ai-driven insights. Visit dialpad.com to learn more.

About the team

Dialpad’s Sr. Product Manager, Omnichannel will lead our Omnichannel solution.  In this role, you’ll combine innovation, interaction with customers, cross-functional collaboration with Design and Engineering to drive the roadmap, requirements and Go to Market of our Omnichannel CCaaS and UCaaS product offerings. 

Dialpad’s Product Management team plays an essential role in the organization with a fast growing disruptive product.  This team collaborates closely with all major stakeholders in the company, including Sales, Marketing, Design, Architects, Engineers, and Support to constantly improve the quality and disruptive innovation of our products. 

Your role

As a Sr. Product Manager of Omnichannel, you’ll own the roadmap, requirement gathering, prioritization, and execution of our end to end Omnichannel solution for web chat, SMS, WhatsApp, Email, Messaging, and Social Media channels. You’ll work closely with the other Ai, analytics, CCaaS and UCaaS product managers to accelerate Ai adoption, automation, and usage across Omnichannel customers and users.   

This position reports to our Sr. Director, Product Management for the Omnichannel portfolio and has the opportunity to be based in our Buenos Aires office in Argentina (flexible hybrid setting). 

What you’ll do 

• Own the roadmap for the Omnichannel products.
• Unify the experience across all channels for end users, customers, supervisors and administrators.
• Drive AI automation and analysis for all channels and users experiences. 
• Work closely with Customers, Sales, Marketing, and Analysts to research and capture the latest requirements.
• Write the requirements (PRD, Jira) to capture what engineering needs to deliver.
• Partner with Design to come up with the best possible design for the product.
• Prioritize the requirements based on customer needs, and portfolio strategy.
• Partner with Engineering and QA to follow up on the implementation.
• Run the weekly standup with the Engineering team, re-prioritize as needed.
• Partner with Customers (via Customer Success Managers) to bring products to Beta, and capture early adopter feedback.
• Partner with Product Marketing to launch the product.
• Partner with Support to make sure the product can be successfully supported.

Skills you’ll bring  

• Bachelor's degree in a relevant field (e.g. Computer Science, Business, Engineering).
• Proven experience (8+ years) in product management experience, ideally focused on contact center technologies or customer experience platforms.
• Experience with the latest Ai generative and agentic technologies (e.g. chatbots and virtual agents).
• 5+ years of experience in enterprise level business solutions.
• Experience with Omnichannel contact centers.
• Experience with all types of communications channels (webchat, whatsapp, sms, messaging, social media).
• Experience with Omnichannel Analytics.
• Experience with CRM and other common enterprise connected systems.
• Expertise in software in a SaaS environment.

Benefits and perks

Professional development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.

Culture
We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent. 

Compensation
Teamwork makes the dream work, and Dialpad offers competitive salaries because each and every Dialer participates in our success.

Diversity, Equity, and Inclusion (DEI) at Dialpad

At Dialpad, we are passionate about Doing the Right Thing. This means we are committed to building a values-driven culture that celebrates identity, inclusion and belonging. As a global company, it’s our responsibility to come together to create a culture where all Dialers can Work Beautifully, Delight Our Users, and Innovate Continuously to bring our world-class product to life. 

Every Voice Matters at Dialpad. We build community through our Employee Resource Groups, company-wide celebrations, service days, and a robust internal learning & development program focused on the success of our Dialers.

Don’t meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Dialpad we are dedicated to building an inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.