Five9

USA

Posted on: 03 August 2024

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Senior Product Manager, Conversational AI

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.

We are seeking a Senior Product Manager to join our growing Intelligent Virtual Agents (IVA) product management team, and to spearhead our AI innovations, focusing on enhancing self-service automation experiences. This role is pivotal in shaping the strategy and execution of our AI products, positioning Five9 as a leader in leveraging AI for transformative customer experiences. 

Five9 is in search of a dynamic and highly skilled individual, possessing an exceptional blend of interpersonal and technical competencies. The ideal candidate will showcase proven expertise in AI-powered conversational self-service solutions, will demonstrate a deep understanding of the technology and competitive landscape. Proven familiarity with AI concepts, including NLU, and ML, LLM and RAG (retrieval augmented generation) is crucial as well as data reporting and analytics. 

Location:

This role is fully remote for candidates who reside at least 50 miles away from our San Francisco or San Ramon office locations.  For candidates who reside within 50 miles of our San Francisco or San Ramon locations, this role will be Hybrid. 

Key Responsibilities: 

Define and implement the product strategy for Five9 Intelligent Virtual Agents to align with the company's overall vision and goals. Support IVAs in their evolution to replace traditional IVRs, deliver next-level self-service performance Analytics and reporting and accelerate their transition towards LLM-powered bots.

Conduct competitive analysis, become the reference for intelligence of the competition’s related offerings.

Collaborate with cross-functional teams, including engineering, design, and go-to-market (GTM) to translate product strategy into detailed requirements, prioritizing features and functionalities. Develop product positioning, packaging, and pricing strategies.

Work with customers, ISVs and partners, leveraging their feedback to refine products and influence positive outcomes.

Embrace a hands-on approach, capable of navigating from high-level strategic vision to detailed execution.

Requirements: 

Bachelor’s degree in computer science, engineering; an MBA or similar is a plus.

A minimum of 5 years of experience in SaaS software product management.

Ability to demonstrate a deep understanding of the Conversational AI (Voice/Chatbot) landscape and LLM technology, ecosystem and evolution.

Proven affinity for inserting user experience first in the product design approach.

Proven track record of developing and executing successful product launches.

Strong analytical, problem-solving, and decision-making skills.

Experience managing beta programs, user feedback, and conducting A/B testing.

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.

#LI-CM1 #LI-Remote

As 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 USD

Five9 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.