Position Overview

We are seeking a highly entrepreneurial, driven Senior Product Manager to lead the charge on our next-generation AI Insights solutions. In this 0-to-1 role, you will operate with scrappy, startup-minded velocity within the stability and scale of a mid-sized enterprise environment.

You will not just be managing a roadmap; you will be building a product from the ground up that leverages machine learning and AI to deliver actionable, transformative insights to contact center operations. You are comfortable navigating the messiness of real-world data and the limitations of ML models in production, making tough tradeoff calls with incomplete information, and pivoting quickly when things aren't working.

Key Responsibilities

Strategic Vision & Execution

• Define and execute the 0-to-1 product strategy for Five9's AI-powered insights and analytics offerings.

Navigate Ambiguity

• Handle real-world data complexities, manage ML model limitations in production environments, and make critical product decisions even when data is incomplete.

Cross-Functional Leadership

• Partner deeply with Engineering, Applied Science/ML, Design, and GTM functions to deliver superior products for our customers.

Customer-Centric Iteration

• Actively engage with customers and design partners to gather feedback, validate assumptions, and refine the product roadmap based on real-world usage and pain points.

Market Leadership

• Conduct competitive research and market analysis to identify new opportunities in AI/ML analytics and maintain a competitive edge.

Ruthless Prioritization

• Demonstrate a builder's instinct with strong opinions, loosely held. Know when to double down and possess a track record of confidently killing features or pivoting strategies that aren't working.

Qualifications 

Education

• Bachelor's degree in Computer Science, Engineering, or a related field.
• MBA or Master’s in Data Science, Analytics, or related degrees is a plus.

Professional Experience

• 4+ years of comprehensive professional experience in SaaS Product Management.
• The ideal candidate will demonstrate adaptability and success across both agile, high-growth startup environments and established enterprise organizations.

Product Leadership

• A proven track record in a formal Product Management capacity, successfully delivering B2B SaaS solutions.

Industry Expertise (Required)

• Essential background in the Contact Center or Customer Experience (CX) industry coupled with direct experience building and shipping AI-driven products.

Technical Acumen

• Deep understanding of the product development lifecycle for ML-driven solutions, including data collection, model training tradeoffs, and analytics.

Execution-Oriented

• A highly autonomous operator capable of driving initiatives forward without relying on extensive operational support structures.
• Must be able to articulate and defend strategic decisions effectively and collaboratively.

Critical Competencies

Successful candidates for this role will demonstrate:

Applied AI Proficiency

• Practical experience managing the realities of LLMs and machine learning deployments, including addressing latency constraints, optimization, and accuracy challenges.

Operational Excellence

• A strong bias for action and a proven ability to translate high-level strategy into tangible, delivered products.

Client Advocacy

• A strong commitment to direct customer interaction and a willingness to engage continuously with clients to resolve challenges, gather feedback, and drive product adoption.