Senior Product Manager - UCaaS & CCaaS

As the #1 fastest-growing private company in Silicon Valley, Eltropy has grown rapidly over the last 6 years and increased CFI (Community Financial Institutions) customers in the U.S. from 0 to 650. With its unified digital communications platform including contact center voice, GenAI and cross-sell/up-sell opportunities Eltropy is expected to maintain high growth over the next many years.

We are seeking a Senior Product Manager with expertise in Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) to lead the development and growth of our communication solutions. This role is critical in driving the product roadmap, defining strategy, and ensuring successful execution in a fast-paced, customer-centric environment.

Key criteria

Must have

• Experience: 5+ years of product management experience, with at least 3+ years focusing on UCaaS and/or CCaaS solutions.
• Industry Knowledge: Strong understanding of VoIP, SIP, WebRTC, cloud communications, and contact center technologies.
• Technical Acumen: Ability to work closely with engineering teams, understanding APIs, integrations, and cloud-based architectures.
• Agility & Leadership: Proven experience in working with Agile/Scrum methodologies and leading cross-functional teams.
• Customer-Centric Mindset: Experience in gathering customer insights and translating them into impactful product features.
• Analytical Skills: Strong ability to interpret data, track key metrics, and drive data-driven decisions.
• Excellent Communication: Ability to clearly articulate product vision, strategy, and technical requirements to diverse audiences.

Desirable

• Contact Center B2B SaaS software experience

Essential functions:

• Product Strategy & Roadmap: Define and execute the product vision, strategy, and roadmap for UCaaS (Telephony) and CCaaS solutions, aligning with business goals and market demands.
• Market & Competitive Analysis: Conduct market research, competitive analysis, and customer feedback sessions to identify trends, gaps, and opportunities in UCaaS and CCaaS offerings.
• Feature Development & Execution: Collaborate with engineering, design, and cross-functional teams to deliver innovative features that enhance customer experience and drive adoption.
• Customer & Stakeholder Engagement: Work closely with customers, sales, and support teams to gather insights, address pain points, and prioritize feature requests.
• Go-to-Market Strategy: Partner with marketing, sales, and customer success teams to define pricing, positioning, and messaging for product launches.
• Data-Driven Decision Making: Leverage analytics and KPIs to measure product performance, optimize features, and drive continuous improvements.
• Compliance & Security: Ensure products meet regulatory, security, and compliance standards for global markets.

Preferred Qualifications:

• Experience with AI-powered contact center solutions, omnichannel communication, workforce optimization (WFO), or workforce management (WFM) tools.
• Knowledge of compliance requirements such as STIR/SHAKEN
• MBA or equivalent experience in a leadership product management role.

Company Information:

About Eltropy (www.eltropy.com) - Eltropy is a rocket ship FinTech on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to digitally engage in a secure and compliant way. Using our world-class AI-enabled digital conversations platform, community financial institutions can improve operations, engagement and productivity. Community banks and Credit Unions use Eltropy to communicate with consumers via Text, Secure Chat, Audio, Video, co-browsing, screen sharing and chatbot technology — all integrated in a single platform bolstered by AI, skill-based routing and other contact center capabilities.

Eltropy Values: No fear - tell the truth. Customers are our north star. We are a team of owners.

Eltropy is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.

K1 Investment Management:

K1 builds category leading enterprise software companies. As a global investment firm, K1 assists high-growth businesses achieve successful outcomes. K1 invests alongside strong management teams that continue to guide their organizations on a day-to-day basis. With over 130 professionals, K1 changes industry landscapes by assisting with operationally-focused growth strategies. Since inception of the firm, K1 has partnered with over 200 enterprise software companies including industry leaders such as Apttus, Buildium, Checkmarx, ChiroTouch, Clarizen, ControlUp, Eltropy, Emburse, Granicus, Graduway, IronScales, Litera Microsystems, Onit, Rave Mobile Safety, Smarsh and WorkForce Software.

http://www.k1capital.com