Manager - Customer Interaction Suite

Key Responsibilities

Product Strategy & Vision

• Support the long-term roadmap for plugins, connectors, and integrations that enhance CPaaS adoption.
• Evaluate market trends, developer needs, and partner ecosystems to identify high-value integration opportunities.
• Ensure alignment with the overall platform strategy, API roadmap, and industry standards.

Execution & Delivery

• Translate customer needs and technical requirements into clear user stories, acceptance criteria, and product specifications.
• Prioritize backlog across multiple stakeholders including engineering, sales, solution consulting, support, and partnerships.
• Work closely with engineering teams to ensure high-quality and timely delivery of integration products.
• Support discovery, scoping, and design sessions for new integration initiatives.

Ecosystem & Partnership Enablement

• Drive integration partnerships with SaaS platforms (CRM, marketing automation, etc).
• Collaborate with technology partners to co-design and certify integrations.
• Define plugin architecture standards and ensure consistency across all connectors.

Customer & Developer Experience

• Ensure integrations deliver excellent user experience, from installation and configuration to monitoring and analytics.
• Maintain clear documentation, guides, samples, and SDKs that support developers and enterprise users.
• Support go-to-market activities, including positioning, enablement, demo flows, and customer onboarding.

Cross-Functional Leadership

• Act as the primary owner for integration-related escalations, prioritization decisions, and roadmap transparency.
• Partner with customer-facing teams to deeply understand integration use cases and pain points.
• Evaluate and optimize performance, scalability, and security of all integration products.

Key Requirements

Must-Have

• 48 years of product management or product ownership experience, ideally in CPaaS, SaaS, enterprise software, or developer platforms.
• Strong understanding of communications technologies: SMS/WhatsApp, Voice, Email, Chat Apps, APIs, Webhooks, work flows, and delivery logic.
• Experience with integrations, plugins, or connectors (e.g., Salesforce, HubSpot, Zendesk, Shopify, Microsoft, workflow tools).
• Solid technical skills, comfortable with REST APIs, event-driven systems, and integration patterns.
• Strong ability to translate complex requirements into structured product specifications and user stories.

Good to Have

• Exposure to CPaaS standards, operator connectivity, and OTT messaging channels.
• Experience working with developers, solution architects, or partner ecosystems.
• Background in marketplaces, developer experience (DX), or integration frameworks.

Soft Skills

• Excellent communication and stakeholder management skills.
• Ability to balance strategic thinking with strong execution.
• Customer-first mindset with a bias for clarity and iteration.
• Strong data-driven decision-making and problem-solving capabilities.