Product Owner - Communications Channels & AI

Role: Product Owner – Communication Channels & AI

Location: Manchester

Hours: Monday-Friday 8:45am-5:15pm

Package: £80k OTE

As Product Owner - Technical Products, your role is to own and continuously improve PHMG's Technical product portfolio, ensuring Cloud Telephony, AI Receptionist and CCE deliver measurable client value, operational quality and long-term commercial growth.

You are accountable for translating client needs, technology capability, partner opportunities and commercial priorities into scalable products and service models that strengthen adoption, retention and PHMG's competitive position.

Through H2 2026, you will lead the evolution of the technical product portfolio by bringing together product performance, platform capability, roadmap execution, client outcomes, commercial discipline, operational readiness and cross-functional alignment into one coherent product improvement agenda.

Key Objectives

Core Accountability

• Own the strategy, design and ongoing performance of Cloud Telephony, AI Receptionist and CCE.
• Set a clear, prioritised roadmap that balances client value, technical feasibility, commercial return, operational capacity and partner dependency.
• Ensure Technical products are positioned, sold, onboarded, serviced and renewed in a way that delivers measurable value for clients.
• Define the product standards, service models and client journeys that CS and Technical Production can execute consistently.
• Bring clarity to build, buy and partner decisions so product direction is deliberate, commercially disciplined and scalable.

Technical Product Strategy & Roadmap

• Define the long-term direction for Cloud Telephony, AI Receptionist and CCE, including the sequence of capability, integrations and service-model changes.
• Prioritise AI Receptionist growth across both horizontal capability and the vertical use cases where PHMG has the strongest right to win.
• Create a clear approach for CCE in the existing base, reducing under-utilisation and turning technical review, onboarding and value evidence into retention levers.
• Partner with the Creative Product Owner so the full product set feels coherent to clients and to the teams selling and servicing it.

Client Experience, Adoption & Value Evidence

• Define the client experience for Technical products across onboarding, configuration, in-life usage, renewal and offboarding.
• Clarify how clients access, configure and understand product value through the portal, including call flows, AI Receptionist behaviour, CCE setup and usage analytics.
• Ensure CS has the standards, data and language needed to evidence value, drive adoption and manage client expectations confidently.
• Identify where clients slow, stall or disengage, and build product or service-model interventions that protect retention.

Commercial Performance & Partner Discipline

• Own the commercial logic of the Technical portfolio, including pricing, CAC, cost-to-serve, gross margin, revenue performance and investment cases.
• Operationalise the GoTo resell model with clear pricing, service, process and margin controls while protecting the partner relationship.
• Use data to assess where Technical products create incremental value, where they cannibalise existing activity and where the model needs to change.
• Make active trade-offs between speed, quality, margin, client experience and platform investment.

Operational Delivery & Launch Readiness

• Work with Technical Production and Tech to define standards, SLAs, runbooks and support models for each product and release.
• Ensure new capabilities do not go live until operational readiness, client communications, CS briefings and support routes are clear.
• Create tight governance for launch decisions, technical dependencies, client escalations, recurring provisioning issues and partner constraints.
• Keep accountability clear between Product, Tech and Product Operations so issues are solved at the right level rather than absorbed by CS.

Insight, Reporting & Continuous Improvement

• Maintain a reliable view of product performance across adoption, usage, NPS, retention, revenue, margin, service issues and operational friction.
• Build structured feedback loops with CS, Client Insights, Sales, Tech and Technical Production to identify product problems worth solving.
• Turn recurring client or operational issues into permanent product, process, reporting or service-model improvements.
• Use performance data to make early decisions before product issues become retention, margin or client-experience risks.

About PHMG:

Established in 1998, PHMG has grown from a Manchester-founded creative business into the world’s leading audio branding agency. Today, we partner with almost 40,000 clients across more than 50 countries, including global brands such as Coca-Cola, Samsung, Adidas and Audi, alongside ambitious SMEs in virtually every sector. Innovation fuels everything we do. From day one, we set out to redefine audio branding by harmonising creativity, technology and measurable results. That mindset continues to shape our evolution as we expand beyond sound into a broader suite of client communication services. In 2025, PHMG entered a defining new chapter as an employee-owned business. Ownership now sits with the people who power our creativity, performance and growth. It strengthens our independence, sharpens our long-term focus and ensures success is shared. We are proud recipients of the King’s Award for Enterprise, recognised for innovation, growth and performance excellence. Today, more than 800 colleagues across six global offices collaborate to deliver work that blends artistry with commercial impact. Joining PHMG means becoming part of a people-powered, future-focused company that values creativity, champions diversity and invests in professional growth. Sound good?

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