Join us in bringing joy to customer experience. Five9 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. Join the Five9 Digital team as a Social Media Product Manager, where your expertise will drive the development of innovative CCaaS tools. Collaborate cross-functionally with product, engineering, content, and marketing teams to refine and craft cutting-edge Digital and Social Media features.
Launch impactful products that set new standards in customer experience (CX). Your role in blending social media insights, AI integration, and market creativity to redefine CCaaS solutions is pivotal. We're looking for a visionary with a 'can-do' attitude, strategic prioritization skills, a thorough understanding of our tech landscape, customer-centric thinking, and a zeal for achieving tangible outcomes. Shape the future of customer interactions in this dynamic, result-oriented position. You will be at the forefront of CCaaS innovation.
Location:
This role is hybrid. Three days a week (M, W, TH) in the office is required.
Key Responsibilities:
- Formulate and articulate a strategic vision for product development that complements Five9's corporate mission.
- Build and manage a product roadmap for Social Messaging Channel Engagement across private and public channels with a key focus on the following areas:
- WhatsApp, Facebook, Instagram, Twitter/X, Google Business Messaging, Others…
- AI-powered chatbot and human agent interactions
- Customer Journey
- Inbound interactions
- Proactive outreach
- Innovative applications of Gen AI in Digital Engagement
- Engage dynamically with key strategic partners (Meta, Google, X,…) Social Account Teams. Understanding vendors’ evolving product/API functionality and policy changes.
- Bring a well-versed background in managing relationships with key social media entities.
- Stay ahead of emerging trends and innovations in social media to inform product direction.
- Chart the product's lifecycle, ensuring a strategic roadmap from ideation to market launch.
- Spearhead multidisciplinary teams by fostering innovation and driving the creation of superior products.
- Perform in-depth market research to uncover growth opportunities and align with evolving consumer demands.
- Conduct continuous dialogue with customers to deeply understand and respond to their preferences.
- Cultivate expertise in customer engagement technologies, positioning yourself as a thought leader in cross-platform solutions.
Requirements
- Bachelor’s degree in Computer Science, engineering, business, or related field; an MBA or similar advanced degree is preferred.
- A minimum of 5 years of experience in software product management, preferably within an enterprise SaaS environment, preferably with a leading Digital-first engagement vendor.
- Proven experience working with Social Media Channels and Digital-first engagement
- Fluency in understanding API and developer documentation
- Strong analytical and problem-solving skills, knowledge of user needs, and market dynamics.
- Experience in managing beta programs, gathering user feedback, and conducting A/B testing to validate product directions.
- Excellent collaboration skills, with the ability to motivate and guide a product development team, work effectively across functions, and lead through influence in a global team environment.
- Expertise in crafting and executing robust product and marketing strategies with strong communication skills.
Bonus Points
- If you have a fervent passion for innovation, armed with hands-on experience in design thinking, experience-based roadmap, lean startup methodologies, and other progressive innovation practices.
#LI-Hybrid #LI-CM1As part of our continued commitment to diversity, equity, and inclusion, Five9 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. Five9 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. $111,800—$216,100 USDFive9 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. Five9 is an equal opportunity employer.Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia. View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal. Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
