About AnywhereNow Founded in 2010 in The Netherlands, AnywhereNow is a global leader in Enterprise Dialogue Management, with a vision to ensure every employee and customer feels heard, understood, and valued. With around 240 employees working from 22 different countries, we partner with over 2,000 leading enterprises, including Mazda, the UN International Organization for Migration, Adecco Group, and the University of Cape Town, to deliver exceptional customer experiences through the power of Microsoft Teams and AI-driven insights.Our commitment to innovation, customer focus, and accountability drives our success. Our portfolio includes Dialogue Cloud, Deepdesk (AI Agent Assist), Tendfor and Deepdesk delivering cutting-edge capabilities across Microsoft Teams environments and enterprise CX platforms.Position Summary The Product Director - CCaaS owns the product vision, strategy, and execution for our cloud contact centre portfolio. You'll drive product innovation, revenue growth, and competitive differentiation in a rapidly evolving SaaS market by combining strategic leadership, deep domain expertise, and hands-on execution.You'll lead cross-functional teams across engineering, commercial, and customer-facing functions to deliver scalable, AI-driven, omnichannel solutions that measurably impact customer outcomes across the full lifecycle.Key Responsibilities Product Strategy & VisionDefine and own the CCaaS product vision, aligned with company strategy and market positioningTranslate market trends (AI, omnichannel, Teams integration, automation) into product directionDrive portfolio-level decisions (build / buy / partner)Market, Customer & Competitive IntelligenceConduct continuous market sensing to identify opportunities and threatsEngage directly with enterprise customers, partners, and analystsEnsure roadmap reflects strong differentiation against key CCaaS competitorsProduct Roadmap & ExecutionOwn prioritisation across capabilities (routing, AI, reporting, integrations)Balance innovation with technical debt, scalability, and platform evolutionDrive consistent delivery through agile models and cross-functional alignmentCommercialisation & GrowthDefine pricing, packaging, and monetisation strategy (e.g., seat vs usage-based models)Enable sales, partners, and marketing with positioning and enablementDrive product-led growth, expansion use cases, and customer adoptionCustomer Value & Lifecycle OwnershipEnsure products deliver measurable business outcomes (CX improvement, efficiency, AI adoption)Embed customer lifecycle thinking across onboarding, adoption, expansion, and retentionUse product usage data to reduce churn and increase NRRCross-functional LeadershipLead and align Product Managers, UX, Engineering, and Go-to-Market teamsBridge technology and business stakeholdersInfluence executive-level decisions on portfolio directionOperational ExcellenceEstablish and own KPIs (ARR contribution, adoption, feature usage, NPS)Own product P&L or business case performanceDrive data-driven decision-making across roadmap and investmentsCore Competencies SaaS & Commercial Acumen Strong grasp of SaaS metrics (ARR, NRR, churn, CAC, cost-to-serve)Ability to translate product investments into financial outcomesExpertise in pricing and packaging strategiesCCaaS & Domain Expertise Deep understanding of CCaaS architecture (routing, omnichannel, WEM, AI, integrations)Knowledge of enterprise customer service operations and workflowsAwareness of ecosystem players (UCaaS, CRM, CPaaS, AI vendors)Strategic Thinking & Leadership Ability to define long-term vision while delivering incremental valueStrong prioritisation and trade-off decision-makingExperience managing complex product portfoliosCustomer-Centric Mindset Focus on delivering customer outcomes, not just featuresStrong voice-of-customer integration into product decisionsAbility to translate customer needs into scalable solutionsData-Driven Decision Making Uses qualitative and quantitative insights to guide product directionComfortable with product analytics, usage data, and financial modellingDrives experimentation (pilots, A/B testing, feature validation)Stakeholder & Influencing Skills Excellent communication across executive, technical, and commercial audiencesAbility to align diverse stakeholders and manage competing prioritiesStrong external presence with customers, partners, and analystsLeadership & Execution Proven leadership in cross-functional teamsStrong delivery mindset with accountability for outcomesAbility to operate at both strategic and tactical levelsExperience & Profile 10+ years in product management within SaaS or CCaaSProven experience in a CCaaS vendor or closely related domain (critical for rapid impact)Experience leading teams and influencing large-scale product organisationsStrong understanding of enterprise ecosystems (Microsoft, CRM, AI platforms preferred)Technical fluency (cloud platforms, APIs, integrations) combined with commercial mindsetSuccess Indicators (First 12-24 Months) Clear, differentiated CCaaS product strategy establishedImproved win rates and competitive positioningStrong product adoption and measurable NRR impactAccelerated delivery of key innovation areas (AI, omnichannel, automation)Improved cross-functional alignment and execution speedInformation Security Responsibilities All employees are responsible for supporting and maintaining the organisation's information security standards. This includes:Adhering to all applicable information security policies, procedures, and guidelines at all timesProtecting company, customer, and partner data from unauthorised access, disclosure, alteration, or lossUsing company systems, devices, and networks in a secure and compliant mannerPromptly reporting any suspected or actual security incidents, breaches, or vulnerabilities to the appropriate teamCompleting mandatory information security and data protection training as requiredEnsuring that confidential information is handled and stored securely in line with company policies and legal requirementsFailure to comply with information security responsibilities may result in disciplinary action.
2 days ago