• Sr. Product Manager - Contact Center

    Job ID
    US-CA-San Jose
  • About the Job

    8x8 is looking for a Senior Product Manager for the Virtual Contact Center. The Product Management team works closely with our engineers to guide products from conception to launch. As part of the Product Management team, you bridge the technical and business worlds as you design services that our customers love. You'll lead cross-functional teams in Engineering, Sales, Marketing, and Finance, Support to name just a few. You have a bias toward action and can break down complex problems into steps that drive product development. As a Product Manager, you will be part of shaping 8x8’s next generation Desktop Applications and Services We're responsible for guiding products throughout the execution cycle, focusing specifically on analyzing the customer needs, prioritizing features and tailoring our products to all the business customers we serve.


    Essential Job Functions:

    • Know the Call Center and Contact Center Services market. Gain insight into prospects wants and business needs. Identify the problems that are the most critical for potential customers and develop solutions to fit.
    • Partner with business leaders to define Go to Market strategy and execute the plan.
    • Manage vendor relationships and assist with contract negotiations.
    • Understand customer and market needs to assist on the product vision, strategy, and ability to assist in managing and communicating the product roadmap.
    • Accountability for new product release and operational readiness including defining features and benefits.
    • Accountability for new product feature handover and training.
    • Delivering to deadlines and agreed timelines for product development projects
    • Drive the creation of business cases for new products.
    • Spearhead key/critical cross-functional initiatives for product development, launch and on-going lifecycle management.
    • Act as point of first reference for all product related enquiries and work collaboratively with business leaders to address any issues that may arise.
    • Promotion of new products.
    • Monitor the competition. Understand how to position 8x8’s products against key competitors.
    • Responsible for providing the sales team with the necessary technical expertise to enable them to sell the product.
    • Champion various product enhancements to keep 8x8’s services relevant in the marketplace.

    Specific Requirements, Skills & Education:

    • 5 or more years relevant Product Management experience
    • Thorough Call Center and Contact Center product technical knowledge
    • Proven track record of prioritizing and delivering results within an entrepreneurial, fast-paced environment
      • BS/MS in Computer Science /Electronics Engineering, MBA will be a plus.
      • Agile development methodology, specifically in product owner role, with proven expertise in managing product or service life cycle.
      • Strong understanding of customer care technologies, inbound and outbound voice, multichannel.
      • Have a good understanding of Social media and SMS as contact center transactions.
      • MBA or 5+ years-related Product Management and Business Development experience.
      • Good communications and presentation skills, assertiveness and the ability to take discussions and open issues to closure by working with local and remote teams. 
    • Have a high degree of empathy and crave to deeply understand the customer
    • Superior written and oral communication skills


    About the Company

    ABOUT 8x8

    8x8, Inc. (NYSE: EGHT) ​is the trusted provider of secure and reliable enterprise cloud communications solutions to more than 45,000 businesses operating in over 100 countries across six continents. 8x8's out-of-the-box cloud solutions replace traditional on-premises PBX hardware and software-based systems with a flexible and scalable Software as a Service (SaaS) alternative, encompassing cloud business phone service, contact center solutions, and conferencing. 

    ​In today’s competitive market 8x8 continues to deliver service excellence, with a consistent, innovative, cohesive, progressive and dynamic culture.

    For additional information, visit www.8x8.comwww.8x8.com/UK or connect with 8x8 on LinkedIn,

    TwitterGoogle+ and Facebook

    Additional Information

    8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

    For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.
    View the Participant Poster in 
    English | Español.
    View the Right to Work Poster in 
    English | Español.


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