Sr. Product Manager

About the team

With eyes set on our master vision, our Product team provides Dialpad and the communications industry with a clear direction. As a member of the Product organization, you will shape and design the products and features that will define the future of work and business communication using your innate curiosity and a strong sense of strategy.

Your role

In this particular Product Management role you will help shape the future of the communications and collaboration industry by leading our Analytics feature development. 

Over the past number of years, Dialpad has made heavy investments in Contact Center and AI technology. Dialpad made two recent acquisitions to boost its support of Omnichannel Contact Center, including Digital Service Conversational Platform. The AI technology (ie, speech recognition and NLP / NLU) is developed in-house and powers features from realtime transcription to Ai-CSAT (inferred customer satisfaction based on conversations), Agent Assist (recommended answers to questions), and more.

We are looking for a product leader to help report on all these feature and build the next generation of Analytics for the Contact Center and Unified Communication as a Service platfrom (CCaaS & UCaaS).

If you’re eager to work with bleeding edge technology and an expert team to drive insights from digital interactions, voice calls, conversation topics, then this is your chance, we would love to hear from you!

What you’ll do

In your first 30 days: 

• Develop expertise in the Dialpad Analytics Platform.
• Establish strong working relationships with key counterparts in Engineering, Design, Partnerships, and Sales.
• Learn & apply existing team processes on developing product specifications, iterating with design and technical leadership, and managing development, testing & delivery.
• By the end of your first month, you’ll be the primary point of contact for internal queries relating to our Analytics.

In your first 60 days: 

• Be able to identify product & technical issues, and actively develop and track solutions. 
• Be able to identify gaps in metrics, reports and dashboards that are being created for customers, and articulate a plan to address them (UCaaS & CCaaS).
• Develop relationships with key customers & partners using our platform, and foster a constructive feedback loop between these parties and Dialpad.
• Deliver increasingly complex features and improvements, leading short-term planning and resource management to execute on our roadmap.
• Measure and analyze qualitative and quantitative data, including product KPIs, feature adoption, customer needs and business opportunities, to inform and support product decisions and guide prioritization.
• Manage new features and regular release through the full project lifecycle, including communication of regular updates to cross-functional teams, and ongoing support after launch.
• By the end of your second month, you’ll own delivery of features and experiences from conception to launch, working closely with Engineering & Design to define simple, elegant integration experiences, while representing our customers in the development process.

By 90 days: 

• • Lead quarterly planning efforts for the Analytics team.
  • Own long-term product strategy for the Analytics platform, including both enhancing the platform’s capabilities, and adding relevant metrics, reports and dashboards as necessary. 
  • Own the Custom Reporting (Business Intelligence) product, as part of the Analytics platform, and work with engineering to enhance the dataset made available for customers to build their own analytics.
  • Own the roadmap and plan to unify Digital and Voice data set into a single offer.
  • Own the roadmap to build the AI insights analytics (Customer sentiment, Customer satisfaction, Conversation topics, etc).
  • Own the roadmap for the future of Analytics (AI-driven analytics, recommendations, industry benchmark, etc).
  • Lead by example within the product team, and be proactive about helping our team improve the ways we work with each other and our colleagues.

Who you are

You are a creative, passionate and experienced Product Manager with 5+ years of experience, and a demonstrated track record of delivering exceptional product experiences in the Contact Center space and/or Analytics space. 

You learn by doing, love tackling as-of-yet unsolved problems, and take an analytical approach to arriving at the best solution. You have an entrepreneurial, goal-driven mindset, and are comfortable in an agile environment. You have excellent communication skills, and can act as a bridge between product, engineering, design, QA, marketing, and sales.

Dialpad benefits and perks

Benefits, time-off, and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer flexible time off and great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more!

Professional development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.