NWN · 3 days ago
Offering Product Manager (Contact Center)
United States
Full-time
Remote
Senior Level, Lead/Staff
12+ years expNWN is a company focused on enhancing customer experience, and they are seeking an Offering Product Manager to lead the development and maintenance of key solution capabilities within the CX ecosystem. This role involves collaborating with various teams to create differentiated offerings and ensure they meet customer needs while producing measurable business outcomes.
ConsultingSoftware
Hiring Manager
Laurie Cragan
Responsibilities
Define and drive the strategy, roadmap, and lifecycle management for the full CX portfolio
Ensure alignment with Customer Experience (CX), Intelligent Workplace (IW) priorities and corporate growth objectives
Own strategic positioning and cross-offering integration (e.g., EMP, IW, AI-powered managed services)
Build and sustain senior-level relationships with strategic partners including: AWS, Cisco, Five9, Genesys, Avaya, Zoom, and Verint
Represent NWN in partner programs, industry councils, and CX ecosystem events
Evaluate emerging CX platforms to expand NWN’s capabilities
Translate customer requirements and market trends into scalable, repeatable solution offerings
Partner with Product Owners and Offering Architects to define architecture, entitlements, enablement, and delivery frameworks
Lead the introduction of new capabilities (AI, analytics, compliance, workforce engagement) into the CX portfolio
Manage offering financials, including business cases, pricing models, and revenue optimization
Track adoption, performance, and profitability across offerings; refine based on customer feedback and data
Support lean business case development and financial tracking for continuous improvement
Present CX strategy and capabilities internally to leadership and externally to customers
Act as a subject-matter expert for CX across NWN, driving competitive differentiation with whitepapers, enablement content, and presentations
Maintain a library of documentation to support internal enablement, product design, and sales activities
Work cross-functionally with Offering Leads, Product Management, and Solutions teams to define and deliver new solutions
Foster a collaborative, professional, and values-driven culture across internal and partner teams
Communicate regularly with OCTO leadership on roadmap, performance, and offering evolution
Build and maintain strong relationships with NWN’s Offerings, Product Management, Sales Enablement, Technical Architecture, and Customer Success teams
Pursue ongoing professional development and self-study to stay current with emerging technologies and CX market trends
Perform other related duties as assigned to support the success of the CX portfolio and broader Intelligent Workplace initiatives
Qualification
Required
Bachelor's degree in Computer Science, Information Systems, Business, or equivalent experience (MBA preferred)
12+ years in IT/telecom with at least 8+ years in senior product management, offering leadership, or portfolio strategy roles
Proven track record managing CX/CCaaS portfolios and strategic vendor relationships (Cisco, Five9, Genesys, AWS, Avaya, Zoom, Verint)
Experience with solution design, financial modeling, and P&L ownership
Familiarity with ITIL framework (ITIL v4 Foundation or higher preferred)
Certifications or proven expertise in one or more of the following: Cisco CCNP Collaboration (or equivalent), Five9 Certified Administrator/Implementation Pro, Genesys Cloud CX Certified Professional, AWS Connect accreditation or relevant implementation experience, Avaya Certified Solutions Specialist, Zoom Phone / Zoom Contact Center accreditation, Verint Workforce Engagement certifications
Strong understanding of AI/analytics in CX, CPaaS/UCaaS/CCaaS platforms, and workforce engagement management
Demonstrated ability to build, manage, and transform offerings that remain relevant to the market and customer needs
Strong executive presence with the ability to influence and manage senior-level partner relationships
Excellent communication and presentation skills, including experience briefing C-level stakeholders
Skilled in financial and business case development, with the ability to drive revenue growth and profitability
Strong documentation, technical writing, and enablement skills
Proficiency in Microsoft Excel, PowerPoint, and Word
Excellent time management, problem-solving, and cross-functional leadership skills
Preferred
The ideal candidate is a senior leader in the Customer Experience space with a proven record of building and scaling CX/CCaaS solution portfolios
They bring deep expertise and certifications across Cisco, Genesys, Five9, Avaya, AWS, Zoom, and Verint, coupled with strong vendor relationships at the executive level
They thrive at the intersection of technology, business outcomes, and market strategy, with the ability to translate complex requirements into compelling offerings that drive measurable ROI for customers
This individual is equally comfortable briefing C-level executives, engaging with partners in joint GTM initiatives, and guiding internal teams through transformation
Above all, the ideal candidate combines strategic vision with execution discipline — able to anticipate market shifts, monetize emerging opportunities like AI-powered automation, and position NWN as a leader in delivering differentiated CX solutions
Company
NWN
NWN delivers AI-powered technology solutions for the modern workplace.
1001-5000 employees
H1B Sponsorship
NWN has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
2023 (1)
2022 (1)
2021 (1)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
New State Capital Partners
2015-10-19Private Equity
Leadership Team
Jim Sullivan
President & CEO
Noah Asher
Chief Financial Officer
Recent News
2025-04-22
2024-05-31
Company data provided by crunchbase