Principal Product Manager, Google Gemini Enterprise for Customer Experience (GECX)

Join us in bringing joy to customer experience. the company is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves. 

We are seeking Principal Product Manager, Google Gemini Enterprise for Customer Experience (GECX) to lead seamless integration of the company contact center services with Google GECX that includes Agent Assist, Conversational Insights and Quality AI. In this pivotal role, you will shape the strategy and transformation beyond simple digital interactions and passive tools to AI agents that can execute complex, multi-step actions autonomously across every consumer touchpoint. 

As a principal-level product leader, you will drive innovation at the intersection of user experience, digital channels, and artificial intelligence. You'll position the company as the undisputed leader in intelligent customer experience. 

We're looking for a visionary product leader who combines deep technical expertise with exceptional strategic thinking and stakeholder influence. The ideal candidate brings a proven track record in user experiences, digital channels, AI/ML product management, and a passion for solving complex problems through AI.

This position is based in our US offices with hybrid work arrangements. You will lead and collaborate with a global team spanning the United States, Portugal, and India. 

What You'll Do 

Strategic Leadership 

• Define and drive the end-to-end product vision and strategy for the company 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 the company-Google GECX integration, representing the company at industry events and with key customers
• Conduct deep competitive and market analysis, identifying emerging trends in CX and autonomous agents 

Product Development & Execution 

• Define detailed product requirements for the integration with Google GECX effort across the company 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 

Go-to-Market & Business Impact 

• 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 the company 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 the company and Google GECX

Team Development & Leadership 

• 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 

What You Bring 

Required Qualifications 

• 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 

Preferred Qualifications 

• 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 

Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office. For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon office. 

As part of our continued commitment to diversity, equity, and inclusion, the company supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.

Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.

Our total reward package also includes:

• Health, dental, and vision coverage, beginning on the first day of employment. the company covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 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 and 12 weeks paid parental leave.

All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.

The US base salary range for this role is below. $135,300—$398,200 USD

the company embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. the company is an equal opportunity employer. 

View our privacy policy, including our privacy notice to California residents here: [link removed]

Note: the company will never request that an applicant send money as a prerequisite for commencing employment with the company.