Five9
Product Management Director – Workforce Engagement
United States (Remote) · Director
Sponsorship not specified$135k-$398kDetected 36 days ago
ReactLLMsRAGProduct ManagementProduct StrategyCRMForecastingProcess ImprovementProblem SolvingMentoring
About the role
- We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
- This is an individual contributor (IC) role for a seasoned product leader who thrives in deep domain ownership, hands-on execution, and strategic influence without direct reports.
Responsibilities
- Own the product roadmap across QM and WFM, balancing innovation with customer needs, competitive positioning, and technical feasibility
- Partner cross-functionally with engineering, design, data science, and GTM teams to translate strategy into innovative QM and WFM capabilities
- Design and oversee the development of AI-driven Quality Management capabilities, including autonomous AI agents that perform interaction evaluation, pattern recognition, root cause analysis, coaching recommendations, and continuous improvement
- Design and oversee the development of core WFM capabilities including workforce forecasting, multi-skill scheduling, intraday management, real-time adherence, and performance analytics
- Develop compelling product positioning, packaging, and pricing strategies that highlight Five9's differentiated WEM capabilities across both QM and WFM
- Lead beta programs and customer pilots across QM and WFM, managing feedback loops and iterating rapidly based on real-world usage
- Build business cases and ROI models that demonstrate the value of Five9's integrated workforce engagement solutions
- Champion best practices in WEM product development across the organization, including responsible AI principles, agentic AI evaluation frameworks, and user-centered design
- Hands-on experience designing and building WFM solutions, including core capabilities such as forecasting, scheduling, intraday management, and real-time adherence
- Hands-on experience designing and building AI-driven QM solutions, including automated interaction evaluation, scoring, and coaching workflows
Requirements
- 9+ years of experience in B2B SaaS product management, with significant focus on Workforce Engagement Management, Quality Management, or Workforce Management products
- Proven track record of successfully launching and scaling WEM, WFM, or QM products from conception through growth
- Exceptional analytical and problem-solving skills, with demonstrated ability to make data-driven decisions in ambiguous situations
- Strong business acumen with experience in product positioning, pricing, and go-to-market strategy
Nice to have
- Deep domain expertise in Workforce Engagement Management platforms (e.g., NICE, Verint, Aspect, Calabrio, Genesys) with a strong understanding of competitive dynamics across both QM and WFM
- Experience with agentic AI design patterns such as ReAct, Chain-of-Thought, tool use, and multi-agent orchestration, and knowledge of LLM applications, prompt engineering, and RAG architectures
- Strong understanding of contact center quality frameworks (COPC, Six Sigma, Lean) and how QM and WFM intersect within broader workforce optimization strategies
- Knowledge of AI evaluation methodologies: quality scoring, hallucination detection, bias assessment, performance monitoring, and continuous improvement
- Familiarity with omnichannel contact center environments and the complexity of multi-skill, multi-channel workforce planning and quality evaluation
- Knowledge of cloud-based WEM architectures and modern API-driven integrations with ACD, CRM, and HR systems
- Previous experience managing products in global, distributed teams across multiple time zones
- The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States.
Skills
- Join us in bringing joy to customer experience.
Compensation
- 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.
Benefits
- 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.
- Generous employee stock purchase plan.
- Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.
- Foster a culture of innovation, experimentation, and continuous learning within the product organization
- Working knowledge of agentic AI architectures, including autonomous agents with planning, reasoning, tool use, and learning capabilities, with demonstrated experience applying these in a product context
Company info
- Serve as the internal and external thought leader on WEM, agentic AI applications in quality management, and intelligent workforce optimization, representing Five9 at industry events and with key customers
- Drive forward deployment engagements with enterprise customers, working hands-on to optimize AI agent performance, WFM adoption, and overall workforce engagement outcomes
- Partner closely with customers, system integrators, and partners to gather insights, validate solutions, and drive measurable business outcomes
This listing is sourced directly from Five9's careers page and normalized into a canonical job model.