Senior Product Manager, Digital Channels

About the Role

8x8 empowers global customer experience leaders by connecting customers and teams while providing insights and performance tools to drive smart decisions, enhance customer satisfaction, and create lasting business value. The Senior Product Manager for Digital Channels will oversee a portfolio including SMS, Email, WhatsApp, Facebook Messenger, RCS, WebChat, and more. This role covers the comprehensive 8x8 portfolio and spans Contact Center, Unified Communications, and Engage platforms.

These channels represent critical, revenue-generating customer interaction points used daily by thousands of businesses. The position requires managing their evolution with AI integration, rich messaging features, and regulatory compliance across different regions.

Key Responsibilities

• Steer the strategy, roadmap, and business outcomes of the Digital Channels platform spanning Contact Center, UC, and Engage solutions.
• Identify opportunities where AI enhances digital conversations, define product features, and deliver them within the portfolio.
• Engage hands-on with AI prototyping tools such as Claude and Claude Code to validate and iterate solutions quickly through real customer feedback.
• Maintain close contact with customers through continuous discovery and insights gathering from support and field teams, transforming data into informed product decisions.
• Manage the complexities of channel compliance, including carrier registration, regional launches, and platform policy adjustments.
• Collaborate cross-functionally with Product Management, Customer Success, Account Managers, Product Marketing, Sales Engineering, and external partners to support onboarding, deal facilitation, and pricing strategies.
• Assume full accountability for business metrics including adoption rates, usage levels, quality standards, and revenue impact.

Required Qualifications and Skills

• Extensive AI experience beyond tool usage; proven track record delivering AI-enabled product capabilities and practical prototyping with AI coding platforms.
• Minimum five years of product management experience within software companies, especially in SaaS, Communications Platform as a Service (CPaaS), or Contact Center as a Service (CCaaS).
• Familiarity with digital messaging technologies such as SMS, WhatsApp Business, email deliverability, rich messaging, or API/CPaaS products.
• Ability to execute pragmatically with a fail-fast approach, testing hypotheses efficiently and adjusting without ego.
• Strong ownership mentality to overcome obstacles, prioritize engineering efforts, and deliver end-to-end results.
• Excellent communication skills, capable of crafting data-driven narratives and influencing stakeholders, including executives, with clear technical and commercial content in English.

Desirable Attributes

• Experience with SMS TCR registration compliance for the USA (10DLC).
• Background in launching or scaling Rich Communication Services (RCS).
• Knowledge of WCAG 2.2 AA accessibility standards.

Working Environment and Culture

Successful candidates are hands-on, curious, resilient, and deeply customer-focused. Embracing AI as a productivity multiplier is essential. The role offers ownership, rapid-paced delivery, and a chance to impact every customer interaction across 8x8’s platform.

8x8 is committed to diversity and is an equal opportunity employer. The company values fairness and security, is a member of the Living Wage Foundation, and conducts background checks for prospective employees.