Note: The job is a remote job and is open to candidates in USA. Five9 is a leading provider of cloud contact center software, dedicated to enhancing customer experience through innovative solutions. They are seeking a Principal Product Manager to lead the integration of Five9's services with Google GECX, focusing on AI-driven customer interactions and product strategy. This role requires a visionary leader with expertise in product management and a passion for AI to drive the company's position in intelligent customer experience.
Responsibilities
- Define and drive the end-to-end product vision and strategy for Five9's integration with Google GECX aligning with company objectives and market opportunities
- Own the product roadmap, balancing innovation with customer needs, competitive positioning, and technical feasibility
- Serve as the internal and external thought leader on Five9-Google GECX integration, representing Five9 at industry events and with key customers
- Conduct deep competitive and market analysis, identifying emerging trends in CX and autonomous agents
- Define detailed product requirements for the integration with Google GECX effort across Five9’s core apps, UX, data reporting and various digital channels
- Lead cross-functional teams across engineering, design, data science, and GTM to translate strategy into innovative AI agent capabilities
- Design and oversee the integration with Google’s AI agents that perform sophisticated customer experiences tasks including multi-step actions autonomously across every consumer touchpoint
- Balance high-level strategic thinking with tactical execution, diving deep into technical details when needed
- Partner closely and effectively with Google R&D and GTM teams on this strategic partnership
- Develop compelling product positioning, packaging, and pricing strategies that highlight Five9's differentiated CX capabilities via Google GECX
- Partner closely with customers, ISVs, system integrators, and partners to gather insights, validate solutions, and drive measurable business outcomes
- Lead beta programs and customer pilots, managing feedback loops and iterating rapidly based on real-world usage
- Build business cases and ROI models that demonstrate the joint value of Five9 and Google GECX
- Mentor product managers and associate product managers, elevating the team's capabilities
- Foster a culture of innovation, experimentation, and continuous learning within the product organization
- Champion best practices in AI product development across the organization, including responsible AI principles, evaluation frameworks, and user-centered design
Skills
- 8+ years of experience in B2B SaaS product management, with significant focus on user experience and AI/ML-powered products
- Bachelor's degree in Computer Science, Engineering, or related technical field; MBA or advanced degree is a strong plus
- Proven track record of successfully launching and scaling Applied AI products from conception through growth
- Exceptional analytical and problem-solving skills, with demonstrated ability to make data-driven decisions in ambiguous situations
- Strong business acumen with experience in product positioning, pricing, and go-to-market strategy
- Outstanding communication skills, able to influence senior stakeholders and translate complex technical concepts for diverse audiences
- Experience leading through influence in matrixed, global organizations with distributed teams
- Track record of managing beta programs, running experiments (A/B testing), and leveraging customer feedback to drive product iterations
- Deep domain expertise in Applied AI and autonomous agents, contact center quality assurance, or customer experience tech stacks
- Experience with forward deployment models, working directly with customers during implementation, onboarding, and optimization phases to drive adoption and value realization
- Strong understanding of contact center operations, quality frameworks (COPC, Six Sigma, Lean), and performance management best practices
- Technical proficiency with LLM applications, prompt engineering, RAG architectures, and agentic design patterns (ReAct, Chain-of-Thought, tool use, multi-agent orchestration)
- Experience with AI agent orchestration frameworks and platforms
- Background working in fast-paced, high-growth SaaS companies serving enterprise customers
- Previous experience managing products in global, distributed teams across multiple time zones
Benefits
- Annual performance bonus
- Stock
- Other applicable incentive compensation plans
- Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost.
- Short & Long-Term Disability
- Basic Life Insurance
- 401k saving plan with employer matching
- Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
- Generous employee stock purchase plan.
- Paid Time Off
- Company paid holidays
- Paid volunteer hours
- 12 weeks paid parental leave
Company Overview
Company H1B Sponsorship