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!

As a Senior Product Manager on Talkdesk, you will be responsible for driving the development and success of our products. You’ll need to work closely with cross-functional teams to define product strategy, develop a roadmap, ensure the delivery of high-quality solutions and ensure successful product launches.

This role requires a blend of strategic thinking, analytical skills and hands-on execution.

Duties and Responsibilities:

• Lead the development and management of complex products, from ideation to launch, ensuring they are completed on time, within budget, and meet quality standards
• Work closely with cross-functional teams, including Sales, Legal, Pricing, Billing, Engineering, Product Design, and Marketing, to ensure that all aspects of the product are aligned
• Develop and maintain product roadmaps, feature backlogs, and track progress against milestones
• Conduct market research, gather customer feedback and work closely with stakeholders to identify customer needs and use this information to inform product prioritization decisions
• Develop and maintain relationships with key stakeholders, including customers and partners, to ensure that their needs are met and their feedback is incorporated into future products and updates
• Use data and metrics to measure the effectiveness of products and features, and make data-driven decisions to optimize product performance
• Manage the product life cycle, from launch to end-of-life, ensuring that products are updated and maintained as needed
• Ensure that all product work is completed in compliance with industry regulations and standards.

Qualifications:

• Bachelor's degree in Business, Marketing, Engineering, or a related field
• 4+ years of Product Management experience;
• Experience in developing product strategy and roadmaps, with a deep understanding of customer needs, market trends, and competitive landscape
• Experience in building and managing products across the complete customer journey, from Lead to Quote to Order and In-Life support.
• Strong analytical skills, with the ability to use and get hands-on gathering and reporting on data and metrics to make informed product decisions
• Excellent communication skills, with the ability to effectively communicate product strategy and vision to cross-functional teams and senior leadership
• Experience in the production of high quality content for consumption by internal and external teams (e.g. Sales, Customers, CSMs, Support, etc) to underpin the launch of new features and products
• Strong leadership and project management skills, with the ability to work with multi-disciplinary teams
• Experience working in an agile development environment, with a strong understanding of agile methodologies
• Experience within CCaaS or UCaaS is preferred
• Desirable experience in the design and production of product performance dashboards to convey commercial (P&L) and adoption metrics in a consumable manner to senior stakeholders