Principal Product Manager - Customer Service

$143,000 - $225,000/Yr

Sirius XM - New York, NY

Full-time - Senior

New York, NY

Broadcasting and Content Providers

About the position

Come join the team that is responsible for SiriusXM's customer service transformation! You and your teammates will be at the leading edge of customer service and AI and will be responsible for envisioning and implementing modern customer service platforms (agent desktops, voice, chat, routing) that leverage AI and Machine Learning to improve customer experiences and drive operational efficiency. As Principal Product Manager you will be leading efforts to define and implement the core architecture of our products, initiating and promoting new and innovative solutions to improve and optimize customer service.

Responsibilities

• Lead the definition and execution of the product vision, roadmap, and strategy for core architecture of our customer service ecosystem.
• Set the standard for managing large, complex product features, ensuring they meet business goals and customer needs.
• Drive innovation and continuous improvement of product management tools, methodologies, and processes, optimizing for efficiency and scalability.
• Collaborate with stakeholders at executive levels to ensure alignment with strategic business objectives and translate high-level requirements into detailed product specifications.
• Lead key mission-critical initiatives, ensuring cross-functional alignment and seamless execution.
• Develop and implement best practices for product feature development, from ideation through launch, setting the bar for product management processes.
• Champion data-driven decision-making, utilizing metrics and analytics to guide product feature prioritization and improvement.
• Mentor and coach product management teams, fostering a culture of continuous learning and improvement.
• Act as the primary point of contact for all product-related activities within Salesforce Service Cloud, ensuring timely communication and collaboration with engineering, design, and marketing teams.
• Serve as the liaison between the product team and key internal and external stakeholders, including executive leadership, customer success, sales, and technical teams.
• Lead discussions and negotiations with stakeholders to balance competing priorities, aligning product features with strategic business objectives.
• Ensure clear and concise communication of product goals, status updates, and outcomes to all levels of the organization.
• Manage the end-to-end lifecycle of large, complex architectural ecosystem across multiple product areas, ensuring timely delivery and successful launch.
• Coordinate with cross-functional teams (engineering, UX/UI, QA, and marketing) to ensure the successful execution of architecture and product features.
• Drive improvements in the product development lifecycle by refining processes and tools used across teams.
• Implement process efficiencies that improve collaboration, reduce time to market, and enhance product quality.
• Keep the team ever abreast of emerging trends and technologies in CRM and customer service, particularly within the Amazon and Salesforce ecosystem, to continually enhance the product portfolio.

Requirements

• Bachelor's degree or equivalent experience. Master's preferred.
• Minimum of 10+ years in product management or other relevant experience.
• Experience with all aspects of Customer Service architecture from telephony, messaging, and web chat to routing to authentication to voice agents and live agent desktop experiences. Specific experience with AWS and AWS Connect, OKTA, and Salesforce a huge plus.
• Extensive technical experience (could include hands-on engineering work) refactoring large, complex architectures, minimizing risk, and streamlining processes.
• Visionary leadership in product strategy and roadmap execution.
• Extensive experience leading and managing products from concept to execution, including initial product and viability research, product briefs, product requirements, prioritization, sprint planning and grooming, etc.
• Extensive experience writing thorough and detailed product requirements for large and technically complex features.
• Experience managing vendors and partners (engineers, PM, QA, design) from contract creation to product execution.
• Proven track record of managing large-scale product features from concept to launch, with demonstrated success in leading multiple product areas.
• Strong leadership skills with experience in defining and refining product management processes, tools, and best practices.
• Established record of delivering on time, in scope. Proactively makes correct trade-offs between scope & timing.
• Demonstrated track record of product leadership in a cross functional environment.
• Excellent communication and collaboration skills, with the ability to influence at all levels of the organization, including executive leadership.
• Data-driven mindset with experience in using metrics to guide product decisions and measure success.
• Strong influencing skills; you can build relationships with internal stakeholders and implementation partners to tell the user story in a compelling way.
• A team player with a strong work ethic, able to build and maintain business and technical relationships, balances autonomy and accountability to get things done.
• Ability to manage competing priorities in a fast-paced, complex environment.
• Experience working cross-functionally with engineering, marketing, sales, and operations teams.
• Strong problem-solving skills, with a focus on delivering customer-centric solutions.
• Adaptability and ability to thrive in a dynamic, rapidly changing environment.
• Ability to mentor and lead teams to success, fostering a culture of innovation and excellence.
• Amazon and Salesforce certifications a plus.
• Have the legal right to work in the US.

Nice-to-haves

• Amazon and Salesforce certifications.

Benefits

• Base salary range of $143,000 to $225,000 depending on skills, qualifications, and experience.
• Eligibility for discretionary short-term and long-term incentives.