Why This Job is Featured on The SaaS Jobs
This Senior Product Manager role sits at the intersection of core SaaS platform work and a clearly defined use case: an AI-infused contact center product. In the SaaS ecosystem, customer engagement and support tooling is a mature category with demanding buyers, which makes product decisions highly visible in day-to-day workflows and measurable through adoption, efficiency, and satisfaction signals.
For a SaaS product career, the remit offers durable experience in end-to-end product leadership across strategy, roadmap, and delivery, while staying grounded in operational outcomes. The role’s emphasis on research, analytics, and direct customer engagement reflects how modern SaaS teams de-risk bets and prioritize. The cross-functional surface area spanning Engineering, Design, Marketing, Sales, and CX also mirrors the operating model of scaled B2B SaaS, where influence and alignment are as important as feature definition.
This position tends to suit product leaders who enjoy balancing near-term customer requests with longer-term platform scalability and architectural integrity. It aligns with professionals comfortable working with technically sophisticated systems and translating complex workflows into clear product choices, particularly in domains like routing, analytics, and AI-assisted agent experiences.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Your role
As a Senior Product Manager, you’ll lead the strategy, roadmap, and delivery of our AI-powered contact center solution, Dialpad Support. From conception to launch, you’ll work closely with Engineering and Design to develop capabilities that shape how Dialpad’s customers provide services to their users (e.g., support, hotlines, etc.). By collaborating with marketing, sales, and CX, you’ll drive adoption and engagement with your product, ultimately helping every business deliver world-class customer experiences.
Dialpad powers modern, cloud-based omnichannel customer engagement through agent experiences, supervisor tools, routing, analytics, and quality management, all infused with AI at the core. Your work will help our customers realize measurable improvements in agent efficiency, customer satisfaction, and business scalability.
This position reports to our Product Management VP and has the opportunity to be based in our Austin Office.
What you’ll do
- Own product strategy and roadmap for the contact center business line, defining what to build, when to do it, and why it matters.
- Develop a deep understanding of customer pain points and business opportunities across industries, segments, and geographies through research, data analysis, and direct engagement to inform and support your product decisions and guide prioritization.
- Lead the ideation, design, specification, development, and release of solutions through the entire project lifecycle, leveraging strong working relationships with Engineering, Design, Marketing, and Sales.
- Maintain the quality of your product by identifying product and technical issues and actively developing and tracking solutions for a product line used by thousands of agents and supervisors every day.
- Measure your impact through quantitative and qualitative data, connecting your work to the business outcomes that customers care about most.
- Champion your product, both externally and internally, to generate excitement and ensure alignment, including customer briefings and roadmap discussions.
- Approach your role with a growth mindset and a willingness to roll up your sleeves and solve problems as they arise.
- Balance short-term customer asks with long-term platform scalability and architectural integrity.
- Monitor the competitive landscape to inform differentiation and positioning.
Skills you’ll bring
- 8+ years of experience building a B2B SaaS product.
- Strong understanding of contact center workflows (agents, supervisors, routing, IVR, reporting, WFM, QA, or AI-driven capabilities).
- Proven ability to lead complex products with multiple stakeholders and dependencies.
- Experience working closely with engineering teams on technically sophisticated systems (APIs, real-time systems, data pipelines).
- Fluency in AI systems and a passion for applying this technology both within the Dialpad product and to improve your daily work.
- Data-driven mindset with the ability to define KPIs and make informed trade-offs.
- Excellent communication skills — able to influence without authority and clearly articulate decisions.
- Comfort operating in ambiguity and driving clarity in fast-evolving environments.
- Bachelor's degree or equivalent practical experience.
