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!
The Senior Product Manager is responsible for leading the development and management of complex products from ideation to launch. This includes defining product strategy, conducting market research, developing product roadmaps, and collaborating with cross-functional teams to ensure successful product launches. The Senior Product Manager is a senior leader who provides guidance and direction to other product managers and technical staff.
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 lifecycle, from launch to end-of-life, ensuring that products are updated and maintained as needed
- Provide leadership and guidance to other product managers and technical staff, ensuring they have the resources and support needed to complete their work
- Manage relationships with suppliers, vendors, and contractors to ensure that products are developed and delivered on time and within budget
- 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
- Long standing experience in product management, with a proven track record of successfully launching and managing complex products
- Long standing experience in UCaaS, SIP Trunking and/or CCaaS solutions with a strong understanding of the SIP Call stack, routing and trunking.
- Proven experience with Global telcos or on internationally deployed products
- Strong leadership and project management skills, with the ability to manage and motivate a team of product managers and technical staff
- Strong analytical skills, with the ability to use and get hands-on gathering and reporting on data and metrics to make informed product decisions
- Experience in building and managing products across the complete customer journey, from Lead to Quote to Order and In-Life support.
- 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
- Experience in developing product strategy and roadmaps, with a deep understanding of customer needs, market trends, and competitive landscape
- Excellent commercial (P&L) experience and proven ability to collect and use product specific commercial performance data to make strategic and roadmap decisions
- Excellent communication skills, with the ability to effectively communicate product strategy and vision to cross-functional teams and senior leadership
- Experience working in an agile development environment, with a strong understanding of agile methodologies
- Experience in managing a product portfolio, with the ability to prioritize and manage multiple products simultaneously
- 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
- Strong understanding of industry regulations and standards
Work Environment and Physical Requirements:
Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)
The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.
