Why This Job is Featured on The SaaS Jobs
This Senior Product Manager role sits at the intersection of two durable SaaS categories: cloud contact center software and AI-enabled customer engagement. Owning a dedicated business line within a broader platform signals work on product surfaces that are both user-facing and operationally critical, where reliability, analytics, and workflow design directly shape how customers run support and service functions.
From a SaaS career perspective, the remit offers practice in end-to-end product leadership that translates across B2B platforms: turning customer pain points into roadmap choices, partnering tightly with Engineering and Design through delivery, and then driving adoption through cross-functional alignment with go-to-market and CX teams. The emphasis on measurement and outcomes reinforces a common SaaS operating model where product decisions are expected to connect to usage, retention, and efficiency metrics.
The role is best suited to a product leader who enjoys balancing near-term customer needs with longer-term platform considerations, and who is comfortable navigating multiple stakeholders without relying on formal authority. It will likely appeal to someone motivated by technically complex systems such as real-time workflows, APIs, and data pipelines, and interested in applying AI pragmatically within established SaaS products.
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.
