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Senior Product Manager

Buenos Aires, Argentina

About Dialpad
Dialpad is the leading Ai-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, Ai-driven insights. Visit dialpad.com to learn more.

Being a Dialer
At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers.

We thrive on continuous evolution, where every employee leverages industry-leading Ai to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Your Role
As a Senior Product Manager of Omnichannel, you’ll 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. You’ll work closely with the other AI, analytics, CCaaS, and UCaaS product managers to accelerate AI adoption, automation, and usage across Omnichannel customers and users.   

You will lead our Omnichannel solution. In this role, you’ll combine innovation, interaction with customers, and cross-functional collaboration with Design and Engineering to drive the roadmap, requirements, and Go-to-Market of our Omnichannel CCaaS and UCaaS product offerings. 

Dialpad’s Product Management team plays an essential role in the organization with a fast-growing disruptive product. This team collaborates closely with all major stakeholders in the company, including Sales, Marketing, Design, Architects, Engineers, and Support to constantly improve the quality and disruptive innovation of our products. 

This position reports to our Senior Director, Product Management for the Omnichannel portfolio and has the opportunity to be based in our Buenos Aires, Argentina Office.

What You’ll Do 

  • Own the roadmap for the Omnichannel products.
  • Unify the experience across all channels for end users, customers, supervisors, and administrators.
  • Drive AI automation and analysis for all channels and user experiences. 
  • Work closely with Customers, Sales, Marketing, and Analysts to research and capture the latest requirements.
  • Write the requirements (PRD, Jira) to capture what engineering needs to deliver.
  • Partner with Design to come up with the best possible design for the product.
  • Prioritize the requirements based on customer needs and portfolio strategy.
  • Partner with Engineering and QA to follow up on the implementation.
  • Run the weekly standup with the Engineering team, re-prioritize as needed.
  • Partner with Customers (via Customer Success Managers) to bring products to Beta and capture early adopter feedback.
  • Partner with Product Marketing to launch the product.
  • Partner with Support to ensure the product can be successfully supported.

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.
  • Experience with Omnichannel contact centers.
  • Experience with all types of communications channels (web chat, WhatsApp, SMS, messaging, social media).
  • Experience with Omnichannel Analytics.
  • Experience with CRM and other common enterprise connected systems.
  • Expertise in software in a SaaS environment.

We believe in investing in our people. Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success.

Don’t meet every single requirement? If you’re excited about this role and you possess the fundamental traits, the drive, and strong ambition we seek, but your experience doesn’t satisfy every qualification, we encourage you to apply. 

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.

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