Sr Product Manager - AI Innovations

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.

Position Overview

We are seeking a highly entrepreneurial, driven Senior Product Manager to lead the charge on our next-generation AI Insights solutions. In this 0-to-1 role, you will operate with scrappy, startup-minded velocity within the stability and scale of a mid-sized enterprise environment.

You will not just be managing a roadmap; you will be building a product from the ground up that leverages machine learning and AI to deliver actionable, transformative insights to contact center operations. You are comfortable navigating the messiness of real-world data and the limitations of ML models in production, making tough tradeoff calls with incomplete information, and pivoting quickly when things aren't working.

Key Responsibilities

Strategic Vision & Execution

• Define and execute the 0-to-1 product strategy for Five9's AI-powered insights and analytics offerings.

Navigate Ambiguity

• Handle real-world data complexities, manage ML model limitations in production environments, and make critical product decisions even when data is incomplete.

Cross-Functional Leadership

• Partner deeply with Engineering, Applied Science/ML, Design, and GTM functions to deliver superior products for our customers.

Customer-Centric Iteration

• Actively engage with customers and design partners to gather feedback, validate assumptions, and refine the product roadmap based on real-world usage and pain points.

Market Leadership

• Conduct competitive research and market analysis to identify new opportunities in AI/ML analytics and maintain a competitive edge.

Ruthless Prioritization

• Demonstrate a builder's instinct with strong opinions, loosely held. Know when to double down and possess a track record of confidently killing features or pivoting strategies that aren't working.

Qualifications

Education

• Bachelor's degree in Computer Science, Engineering, or a related field.
• MBA or Master’s in Data Science, Analytics, or related degrees is a plus.

Professional Experience

• 4+ years of comprehensive professional experience in SaaS Product Management.
• The ideal candidate will demonstrate adaptability and success across both agile, high-growth startup environments and established enterprise organizations.

Product Leadership

• A proven track record in a formal Product Management capacity, successfully delivering B2B SaaS solutions.

Industry Expertise (Required)

• Essential background in the Contact Center or Customer Experience (CX) industry coupled with direct experience building and shipping AI-driven products.

Technical Acumen

• Deep understanding of the product development lifecycle for ML-driven solutions, including data collection, model training tradeoffs, and analytics.

Execution-Oriented

• A highly autonomous operator capable of driving initiatives forward without relying on extensive operational support structures.
• Must be able to articulate and defend strategic decisions effectively and collaboratively.

Critical Competencies

Successful candidates for this role will demonstrate:

Applied AI Proficiency

• Practical experience managing the realities of LLMs and machine learning deployments, including addressing latency constraints, optimization, and accuracy challenges.

Operational Excellence

• A strong bias for action and a proven ability to translate high-level strategy into tangible, delivered products.

Client Advocacy

• A strong commitment to direct customer interaction and a willingness to engage continuously with clients to resolve challenges, gather feedback, and drive product adoption.

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.

View our privacy policy, including our privacy notice to California residents here: .

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.