Senior Product Manager, Analytics and Insights

Role overview Own product strategy and delivery for analytics capabilities that help contact center teams understand performance across voice, messaging, email, and work items. The role spans real-time and historical reporting, dashboards, data architecture, and AI-driven insights, from early discovery through launch and adoption.

Responsibilities - Set the analytics roadmap and align priorities with customer needs and broader product goals. - Lead product work end to end, defining requirements and success measures with engineering, design, and marketing partners. - Shape data models and reporting architecture with engineering and data science, with attention to scale, performance, and reliability. - Research customer workflows, market trends, and competing approaches to identify product opportunities. - Develop a consistent vision for dashboards, custom reports, and operational insights across contact center channels. - Build cross-functional alignment and assess whether capabilities deliver measurable value.

Requirements - 10+ years of product management experience, including ownership of analytics products, data platforms, or event-driven systems in B2B SaaS. - Track record taking products from discovery and strategy through launch and post-launch adoption. - Bachelor’s degree in computer science, engineering, data science, or a related field, and experience in agile product environments. - Strong knowledge of real-time and historical analytics, reporting, and data modeling; comfortable with SQL and technical architecture tradeoffs. - Ability to combine quantitative and qualitative research to guide product decisions, and to work effectively with engineering, data science, design, and senior stakeholders. - Familiarity with contact center or telecommunications operations and metrics; practical use of AI tools for research or analysis is also relevant.

Nice to have - Experience with contact center analytics, AI/ML concepts, or product and design tools such as Figma, Productboard, or Jira.

Benefits and work setup - Remote, hybrid, or in-person arrangements depend on the specific role setup. A broad benefits program is described, but individual benefits are not specified here.