Senior Product Manager

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USAN is an innovative, hosted contact center solutions provider, a respected community leader, and an all-around great place to work. We promote work-life effectiveness for all of our employees by creating a supportive, flexible, and collaborative work environment. We have a high performance culture, where we treat our employees as individuals, as professionals, as key members of the team, and like family.

The USAN team is seeking a results-oriented, customer-centric Senior Product Manager to define, manage the lifecycle, and deliver USAN Contact Center solutions.

The successful candidate is expected to think and act both strategically and tactically: from the creation of plans, to execution. He or she will be a self-starter, comfortable with ambiguity in a fast-paced and ever-changing environment, and able to think big while paying careful attention to detail.


  • Define the product strategy, the short and the long-term plan (roadmap) for the USAN hosted contact center program
  • Gather and prioritize market, operations, and customer requirements
  • Understand and effectively communicate market problems, end-user needs and product opportunities as agile requirements (personas, user stories, and mockups)
  • Work closely with Engineering, Sales, Marketing, Delivery and Operations to ensure revenue and customer satisfaction goals are met
  • Monitor and incorporate industry innovations
  • Innovate and patent new capabilities in conjunction with the CTO


  • Formal education and degree in Business/Commerce, Computer Science, Engineering or related field
  • At least five years of experience with strong technical background in program/product management, particularly SaaS solutions
  • Experience with enterprise software products and markets, preferably in CRM and/or contact center infrastructure
  • Must have thorough knowledge of agile program structuring and work planning
  • Outstanding organizational and interpersonal skills demonstrated by previously working successfully across group boundaries, especially with engineering, sales and analytical teams
  • Exceptional written, verbal and presentation communication skills and a desire to create an open and collaborative team culture
  • Ability to liaise between the client, USAN, and 3rd party organizations to ensure collaboration and coordination

Preferred Qualifications:

  • 5-10 years of product management experience working through the full product cycle from initial planning and design to implementation, deployment training and readiness, and on-going operational lifecycle, particularly related to SaaS solutions
  • Possess specialized knowledge of the best practices for project management and are familiar with various communication technologies
  • Consulting background with experience and knowledge of best practices related to requirements gathering for large enterprise software or SaaS projects
  • Ability to travel to customer and non-customer sites (up to 25%)

Job Benefits:

  • Competitive compensation program
  • Your own personal office in a beautiful office building
  • Outstanding benefits package (including medical, dental, vision and life insurance)
  • 401(k) plan
  • Excellent holiday/vacation plans
  • Employee Referral Bonus Program
  • Annual performance-based bonus
  • Ongoing training opportunities
  • Visible, exciting work supporting the sales of cutting edge technology and workflow solutions

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