Job Title - Product Manager,Social Media CX Platform
Job Type - Remote
Experience - 5+ Years
Job Description -
We are seeking an exceptional Product Manager, Social Media CX Platform to lead the strategy, development, and execution of our social media and digital channel capabilities within our cloud contact center platform. This role will be instrumental in defining how businesses engage with customers across social media channels including Facebook, Instagram, Twitter/X, WhatsApp, WeChat, and emerging platformsall integrated seamlessly with traditional contact center operations.
As a Product Manager you will be the voice of the customer, translating market needs and customer feedback into innovative product features that differentiate our platform in the competitive CX landscape. You'll work at the intersection of social media technology, customer service operations, AI-driven automation, and omnichannel orchestration.
Key Responsibilities
Product Strategy & Vision
- Develop product strategy that integrates social listening, social engagement, and social customer service into unified omnichannel workflows
- Define and execute the product roadmap for social media and digital messaging channels within the Bright Pattern contact center platform
- Identify market opportunities, competitive gaps, and customer pain points through continuous market research and customer engagement
- Establish product vision that aligns with company strategy and drives measurable business outcomes
Market Intelligence & Competitive Analysis
- Monitor social media platform changes, API updates, and industry trends affecting social customer service
- Track competitor capabilities across established and emerging players
- Analyze market dynamics in social listening, sentiment analysis, and AI-powered social engagement
End-to-End Product Lifecycle Management
- Translate product vision into detailed requirements, user stories, and acceptance criteria in collaboration with engineering and design teams
- Own the complete product lifecycle from discovery and ideation through launch and post-release optimization
- Write clear, detailed product requirements, user stories, and acceptance criteria
- Collaborate closely with development, UX/UI design, QA, and operations teams to deliver high-quality features on schedule
- Prioritize feature requests based on customer value, business impact, technical feasibility, and strategic alignment
- Define and track key performance indicators (KPIs) and success metrics for social CX features
Customer & Stakeholder Engagement
- Serve as the primary product expert for social media CX capabilities with customers, prospects, industry analysts & press, and internal teams
- Conduct customer interviews, user research, and feedback sessions to deeply understand customer workflows and challenges
- Partner with Sales and Customer Success teams to support strategic deals, product demonstrations, and customer onboarding
- Translate customer feedback and usage analytics into actionable product improvements
- Develop sales enablement materials, product documentation, and training resources
- Present product updates and roadmaps to executive leadership, customers, and partners
Cross-Functional Leadership
- Partner closely with development, operations, sales, marketing, customer success, and support teams
- Lead through influence in a matrixed organization, building consensus and driving alignment across global teams
- Communicate product vision, progress, and outcomes to stakeholders at all levels, from technical teams to C-suite executives
- Contribute to broader omnichannel strategy encompassing voice, chat, email, SMS, and social channels
Qualifications
Education & Experience
- Bachelor's degree in Computer Science, Engineering, Business, Data Science, or related technical field, or equivalent practical experience
- MBA or advanced degree in a relevant field preferred
- 5+ years of product management experience in enterprise SaaS, AI/ML products, or contact center technology
- Proven track record of successfully launching and scaling social media or digital channel products
Technical Skills
- Deep understanding of social media platforms (Facebook, Instagram, Twitter/X, LinkedIn, WhatsApp, WeChat, etc.) and their APIs
- Familiarity with contact center technologies including ACD, IVR, workforce management, and omnichannel routing
- Experience with social listening, sentiment analysis, and social media analytics tools
- Understanding of AI/ML applications in customer service (chatbots, sentiment analysis, intent detection, auto-routing)
- Knowledge of cloud architecture, APIs, webhooks, and integration patterns
Leadership & Communication
- Outstanding communication and presentation skills with ability to influence stakeholders at all levels
- Strong customer empathy with proven ability to translate customer feedback into product innovation
- Experience managing beta programs, customer advisory boards, and executive relationships
