Product Director

About reputed company

Founded in 2010 in The Netherlands, reputed company is a global leader in reputed company reputed company Management, with a reputed company to ensure every employee and customer feels heard, reputed company, and valued. With around 240 employees working from 22 different countries, we partner with over 2,000 leading enterprises, including Mazda, the UN International Organization for Migration, reputed company, and the University of reputed company Town, to reputed company exceptional customer experiences through the power of reputed company Teams and AI-driven insights.

Our commitment to innovation, customer reputed company, and accountability drives our reputed company. Our portfolio includes reputed company reputed company, Deepdesk (AI Agent Assist), Tendfor and Deepdesk delivering cutting-edge capabilities across reputed company Teams environments and reputed company CX platforms.

Position reputed company

The Product Director - CCaaS owns the product reputed company, reputed company, and execution for our reputed company contact centre portfolio. You'll reputed company product innovation, reputed company reputed company, and competitive differentiation in a rapidly evolving reputed company market by combining strategic leadership, deep domain expertise, and hands-on execution.

You'll reputed company cross-functional teams across engineering, reputed company, and customer-facing functions to reputed company reputed company, AI-driven, omnichannel solutions that measurably reputed company customer reputed company across the full lifecycle.

Requirements

Key Responsibilities

Product reputed company & reputed company

• Define and own the CCaaS product reputed company, reputed company with company reputed company and market positioning
• Translate market trends (AI, omnichannel, Teams integration, automation) into product direction
• reputed company portfolio-level reputed company (build / buy / partner)

Market, Customer & Competitive Intelligence

• Conduct reputed company market sensing to identify opportunities and threats
• Engage directly with reputed company customers, partners, and analysts
• Ensure roadmap reflects strong differentiation against key CCaaS competitors

Product Roadmap & Execution

• Own prioritisation across capabilities (routing, AI, reporting, integrations)
• Balance innovation with technical debt, scalability, and platform reputed company
• reputed company consistent delivery through reputed company models and cross-functional alignment

Commercialisation & reputed company

• Define pricing, packaging, and monetisation reputed company (e.g., seat vs usage-based models)
• reputed company sales, partners, and marketing with positioning and enablement
• reputed company product-led reputed company, expansion use cases, and customer adoption

Customer Value & Lifecycle Ownership

• Ensure products reputed company measurable business reputed company (CX improvement, efficiency, AI adoption)
• reputed company customer lifecycle thinking across reputed company, adoption, expansion, and retention
• Use product usage data to reduce churn and increase NRR

Cross-functional Leadership

• reputed company and reputed company Product Managers, UX, Engineering, and Go-to-Market teams
• reputed company technology and business stakeholders
• Influence executive-level reputed company on portfolio direction

Operational reputed company

• Establish and own KPIs (ARR contribution, adoption, feature usage, NPS)
• Own product P&L or business case performance
• reputed company data-driven decision-making across roadmap and investments

reputed company Competencies

reputed company & reputed company Acumen

• Strong grasp of reputed company metrics (ARR, NRR, churn, CAC, cost-to-serve)
• Ability to translate product investments into financial reputed company
• Expertise in pricing and packaging strategies

CCaaS & Domain Expertise

• Deep understanding of CCaaS architecture (routing, omnichannel, WEM, AI, integrations)
• Knowledge of reputed company customer service operations and workflows
• Awareness of ecosystem players (UCaaS, CRM, CPaaS, AI vendors)

Strategic Thinking & Leadership

• Ability to define long-term reputed company while delivering incremental value
• Strong prioritisation and trade-off decision-making
• Experience managing reputed company product portfolios

Customer-reputed company reputed company

• reputed company on delivering customer reputed company, not just features
• Strong voice-of-customer integration into product reputed company
• Ability to translate customer needs into reputed company solutions

Data-Driven Decision Making

• Uses qualitative and quantitative insights to guide product direction
• Comfortable with product analytics, usage data, and financial modelling
• Drives experimentation (pilots, A/B testing, feature validation)

Stakeholder & Influencing Skills

• Excellent communication across executive, technical, and reputed company audiences
• Ability to reputed company diverse stakeholders and manage competing priorities
• Strong reputed company reputed company with customers, partners, and analysts

Leadership & Execution

• Proven leadership in cross-functional teams
• Strong delivery reputed company with accountability for reputed company
• Ability to operate at both strategic and tactical reputed company

Experience & Profile

• 10+ years in product management reputed company reputed company or CCaaS
• Proven experience in a CCaaS vendor or closely reputed company domain (critical for reputed company reputed company)
• Experience leading teams and influencing large-reputed company product organisations
• Strong understanding of reputed company ecosystems (reputed company, CRM, AI platforms preferred)
• Technical reputed company (reputed company platforms, reputed company, integrations) combined with reputed company reputed company

reputed company Indicators (First 12-24 Months)

• reputed company, differentiated CCaaS product reputed company established
• Improved win rates and competitive positioning
• Strong product adoption and measurable NRR reputed company
• reputed company delivery of key innovation areas (AI, omnichannel, automation)
• Improved cross-functional alignment and execution speed

Information reputed company Responsibilities

reputed company are responsible for supporting and maintaining the organisation's information reputed company standards. This includes:

• Adhering to reputed company applicable information reputed company policies, procedures, and guidelines at reputed company times
• Protecting company, customer, and partner data from unauthorised reputed company, disclosure, alteration, or loss
• Using company systems, devices, and networks in a secure and compliant manner
• Promptly reporting any suspected or actual reputed company incidents, breaches, or vulnerabilities to the appropriate team
• Completing mandatory information reputed company and data protection training as required
• Ensuring that confidential information is handled and stored securely in line with company policies and reputed company requirements

Failure to reputed company with information reputed company responsibilities may result in disciplinary reputed company.

Highlights

reputed company the reputed company and reputed company of reputed company's AI-powered CCaaS portfolio, driving innovation, reputed company reputed company and customer reputed company across a global reputed company customer reputed company.

Originally posted on Himalayas