Senior Manager, Apps Platform (UCaaS & CCaaS)

London, UK

Company Overview:
We are an innovative leader in the Contact Center as a Service (CCaaS) space, delivering cutting-edge cloud-based solutions that help businesses optimize their customer service, sales, and communication operations. Our platform empowers organizations to manage multi-channel customer interactions with ease, all while improving operational efficiency, driving business outcomes, and ultimately delivering amazing customer experiences.

We are looking for a talented and driven Senior Manager of Product Management to lead the development and delivery of our Business Support System (BSS) platform, Developer Experience, and core platform Stability and Scalability program. The BSS Platform will serve as the foundation for onboarding, catalog management, ordering, pricing, metering, billing, support, and renewals across our contact center services. In this role, you will play a critical part in building a seamless, scalable, and efficient platform that supports both our internal operations and delivers an exceptional experience to our customers.

Key Responsibilities:

  • Product Strategy & Roadmap Development:
    Lead the product strategy and roadmap for the BSS platform, Developer Experience, and Scalability/Stability requirements. They will collaborate with key stakeholders (engineering, sales, marketing, customer success, and operations) to align business needs with product functionality. Define clear objectives, milestones, and key results (OKRs) for the platform, ensuring that it meets both short-term and long-term business goals.
  • Platform Delivery & Management:
    Oversee the design, development, and launch of the BSS platform, including key modules like onboarding, catalog management, ordering, pricing, metering, billing, support, and renewals. Additionally, enhance the platform to focus on Developer Experience, ensuring it is user-centric, highly functional, and aligned with CCaaS industry standards while also meeting the business's scalability and stability needs.
  • Cross-functional Collaboration:
    Partner closely with engineering, UX/UI, sales, customer success, and legal teams to deliver a cohesive product. Act as the key point of contact for BSS platform-related initiatives, helping to prioritize features and manage trade-offs.
  • Customer & Market Insights:
    Conduct market research, customer interviews, and competitive analysis to stay ahead of market trends and customer needs. Use insights to inform product decisions and ensure the platform delivers value to both end-users and internal stakeholders.
  • Platform Scalability & Optimization:
    Ensure the platform is scalable, secure, and adaptable to the growing needs of our CCaaS and UCaaS offerings. Work with engineering teams to optimize platform performance, maintain reliability, and continuously improve product functionality.
  • Metrics & Analytics:
    Define key performance indicators (KPIs) to track the success of the BSS platform and its modules (onboarding, billing, support, etc.). Analyze customer usage, feedback, and product performance to continuously improve the platform.
  • Leadership & Mentorship:
    Lead and mentor a team of product managers and other professionals involved in the development and lifecycle of the platform. Foster a culture of collaboration, innovation, and accountability.

Qualifications:

  • Experience:
    7+ years of experience in product management, with at least 3-5 years in a leadership role, ideally in SaaS, cloud-based software, or a related technology domain. Experience in CCaaS, telecom, or enterprise software is highly desirable.
  • Expertise in BSS Platforms:
    Deep knowledge of Business Support Systems (BSS) functions such as onboarding, catalog, ordering, pricing, metering, billing, support, and renewals. Familiarity with the processes and systems required to support a subscription-based or usage-based business model is essential.
  • Cross-functional Leadership:
    Proven ability to lead cross-functional teams (engineering, UX/UI, sales, marketing, etc.) and influence stakeholders at all levels to ensure successful product delivery. Strong communication, negotiation, and conflict resolution skills.
  • Technical Understanding:
    Strong technical background with the ability to understand complex software solutions. Familiarity with cloud platforms, APIs, integrations, and SaaS architecture is a plus.
  • Customer-Centric:
    Ability to translate customer needs into actionable product requirements, with a strong focus on delivering exceptional user experiences. Experience working closely with customer-facing teams to gather insights and drive customer satisfaction.
  • Data-Driven Decision Making:
    Strong analytical skills with the ability to derive insights from both qualitative and quantitative data. Experience using product analytics tools (e.g., Mixpanel, Google Analytics) and making data-driven decisions to improve product offerings.
  • Agile Methodology:
    Experience with Agile development methodologies (Scrum, Kanban) and managing product lifecycles in an Agile environment.
  • Education:
    A bachelor’s degree in Computer Science, Engineering, Business, or a related field. MBA or advanced degree is a plus.

Why Join Us?

  • Innovative & Fast-Paced Environment: Work on cutting-edge solutions in the rapidly evolving CCaaS market.
  • Impactful Work: Lead the delivery of a critical platform that directly supports our customers’ success and drives business growth.
  • Growth Opportunities: As part of a high-growth company, there are ample opportunities to develop your career and take on new challenges.
  • Collaborative Culture: Join a dynamic, customer-focused team that values collaboration, transparency, and continuous learning.

Apply for this job

*

indicates a required field

Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Vonage’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.