Principal Product Manager – WEM Analytics, Planning

This is a fully remote position, open to applicants in California.

📋 Description

• Take ownership of product strategy and execution for Workforce Engagement Management functionalities within CRM omnichannel contact centers.

• Define and implement AI-driven forecasting and scheduling solutions across both voice and digital channels.

• Create demand forecasting, schedule optimization, intraday management, and real-time adjustments to accommodate volume fluctuations.

• Establish real-time operational monitoring for queues, SLAs, adherence, capacity, and service risks across various channels.

• Design workflows for coaching and skill management that connect performance indicators to coaching actions and skill development.

• Deliver team performance management experiences featuring role-specific dashboards, insights, and guided actions.

• Collaborate with UX, engineering, and data/AI teams to develop scalable, enterprise-ready WEM functionalities.

• Exercise AI product judgment with an emphasis on transparency, explainability, and human-in-the-loop controls.

• Interact directly with enterprise clients to confirm requirements, promote adoption, and ensure measurable business results.

⛳️ Requirements

• Experience in leveraging or critically assessing the integration of AI into work processes, decision-making, or problem-solving.

• 8+ years of experience in building and delivering enterprise or SaaS products.

• At least 4+ years in a product management position with end-to-end execution responsibilities.

• Proven track record in developing and deploying Workforce Engagement Management (WEM) capabilities for contact centers in a CRM omnichannel setting.

• Strong practical expertise in scheduling and forecasting, real-time channel monitoring, coaching and skill management, and team performance management.

• Comprehensive understanding of contact center operations, including omnichannel demand patterns, workforce limitations, supervisor workflows, and operational KPIs.

• Experience collaborating closely with UX, engineering, and data/AI teams to deliver scalable, enterprise-ready functionalities.

• Strong product judgment in applying AI-driven solutions, focusing on explainability, trust, and human-in-the-loop decision-making.

• Capability to work directly with enterprise clients to gather requirements, validate solutions, and encourage the adoption of complex operational products.

• Experience working directly with Customers, Sales, and Engineering, ideally in North America or Europe.

• Excellent written and verbal communication abilities.

• High energy, self-motivated individual with a knack for learning new technologies.

• Previous experience as an engineer in development, quality assurance, or DevOps/CloudOps is a plus.

🏝️ Benefits

• Equity (when applicable)

• Variable/incentive compensation

• Health plans

• Flexible spending accounts

• 401(k) Plan with company match

• ESPP

• Matching donations

• Flexible time away plan

• Family leave programs

• Flexible or remote work arrangements