Role Summary:
The Sr. Product Manager of Omnichannel will lead our Omnichannel solution, combining innovation with customer interaction and cross-functional collaboration to drive the roadmap, requirements, and Go-to-Market of our Omnichannel CCaaS and UCaaS product offerings.
About Dialpad
Dialpad is the leading AI-powered customer communications platform, transforming how businesses communicate with their customers.
We are trusted by more than 50,000 companies around the globe, including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply, to build stronger customer connections using real-time, AI-driven insights.
About the Team
This role plays a crucial part in our fast-growing, disruptive product organization, collaborating closely with major stakeholders, including Sales, Marketing, Design, Architects, Engineers, and Support, to continuously improve product quality and innovation.
Your Role
You will own the roadmap, requirement gathering, prioritization, and execution of our end-to-end Omnichannel solution for web chat, SMS, WhatsApp, Email, Messaging, and Social Media channels.
* Owning the roadmap for the Omnichannel products
* Unifying the experience across all channels for end users, customers, supervisors, and administrators
* Driving AI automation and analysis for all channels and user experiences
* Working closely with Customers, Sales, Marketing, and Analysts to research and capture the latest requirements
* Writing the requirements (PRD, Jira) to capture what engineering needs to deliver
* Partnering with Design to come up with the best possible design for the product
* Prioritizing the requirements based on customer needs and portfolio strategy
* Partnering with Engineering and QA to follow up on implementation
* Running weekly standups with the Engineering team and re-prioritizing as needed
* Partnering with Customers via Customer Success Managers to bring products to Beta and capture early adopter feedback
* Partnering with Product Marketing to launch the product
* Partnering with Support to ensure successful product support
Skills You'll Bring
* Bachelor's degree in a relevant field (e.g., Computer Science, Business, Engineering)
* Proven experience (8+ years) in product management, ideally focused on contact center technologies or customer experience platforms
* Experience with the latest AI generative and agentic technologies (e.g., chatbots and virtual agents)
* 5+ years of experience in enterprise-level business solutions
o Experience with Omnichannel contact centers
o Experience with all types of communications channels (web chat, WhatsApp, SMS, messaging, social media)
o Experience with Omnichannel Analytics
o Experience with CRM and other common enterprise-connected systems
* Expertise in software in a SaaS environment
Benefits and Perks
We offer competitive salaries and reimbursement for expenses related to professional development, up to an annual limit per calendar year.
Our collaborative culture elevates teammates, celebrates wins, and brings together passion and talent.
We are passionate about building a values-driven culture that celebrates identity, inclusion, and belonging, with a focus on doing the right thing and creating a community where every voice matters.