Product Manager

About AnywhereNow Founded in 2010 in The Netherlands, AnywhereNow is a global leader in Enterprise Dialogue Management, with a vision to ensure every employee and customer feels heard, understood, and valued. With around 240 employees working from 22 different countries, we partner with over 2,000 leading enterprises, including Mazda, the UN International Organization for Migration, Adecco Group, and the University of Cape Town, to deliver exceptional customer experiences through the power of Microsoft Teams and AI-driven insights. Our commitment to innovation, customer focus, and accountability drives our success. Our portfolio includes Dialogue Cloud, Deepdesk (AI Agent Assist), Tendfor and Deepdesk delivering cutting-edge capabilities across Microsoft Teams environments and enterprise CX platforms. Position Summary The Product Director - CCaaS owns the product vision, strategy, and execution for our cloud contact centre portfolio. You'll drive product innovation, revenue growth, and competitive differentiation in a rapidly evolving SaaS market by combining strategic leadership, deep domain expertise, and hands-on execution. You'll lead cross-functional teams across engineering, commercial, and customer-facing functions to deliver scalable, AI-driven, omnichannel solutions that measurably impact customer outcomes across the full lifecycle. Key Responsibilities Product Strategy & Vision • Define and own the CCaaS product vision, aligned with company strategy and market positioning • Translate market trends (AI, omnichannel, Teams integration, automation) into product direction • Drive portfolio-level decisions (build / buy / partner) Market, Customer & Competitive Intelligence • Conduct continuous market sensing to identify opportunities and threats • Engage directly with enterprise customers, partners, and analysts • Ensure roadmap reflects strong differentiation against key CCaaS competitors Product Roadmap & Execution • Own prioritisation across capabilities (routing, AI, reporting, integrations) • Balance innovation with technical debt, scalability, and platform evolution • Drive consistent delivery through agile models and cross-functional alignment Commercialisation & Growth • Define pricing, packaging, and monetisation strategy (e.g., seat vs usage-based models) • Enable sales, partners, and marketing with positioning and enablement • Drive product-led growth, expansion use cases, and customer adoption Customer Value & Lifecycle Ownership • Ensure products deliver measurable business outcomes (CX improvement, efficiency, AI adoption) • Embed customer lifecycle thinking across onboarding, adoption, expansion, and retention • Use product usage data to reduce churn and increase NRR Cross-functional Leadership • Lead and align Product Managers, UX, Engineering, and Go-to-Market teams • Bridge technology and business stakeholders • Influence executive-level decisions on portfolio direction Operational Excellence • Establish and own KPIs (ARR contribution, adoption, feature usage, NPS) • Own product P&L or business case performance • Drive data-driven decision-making across roadmap and investments Core Competencies SaaS & Commercial Acumen • Strong grasp of SaaS metrics (ARR, NRR, churn, CAC, cost-to-serve) • Ability to translate product investments into financial outcomes • Expertise in pricing and packaging strategies CCaaS & Domain Expertise • Deep understanding of CCaaS architecture (routing, omnichannel, WEM, AI, integrations) • Knowledge of enterprise customer service operations and workflows • Awareness of ecosystem players (UCaaS, CRM, CPaaS, AI vendors) Strategic Thinking & Leadership • Ability to define long-term vision while delivering incremental value • Strong prioritisation and trade-off decision-making • Experience managing complex product portfolios Customer-Centric Mindset • Focus on delivering customer outcomes, not just features • Strong voice-of-customer integration into product decisions • Ability to translate customer needs into scalable solutions Data-Driven Decision Making • Uses qualitative and quantitative insights to guide product direction • Comfortable with product analytics, usage data, and financial modelling • Drives experimentation (pilots, A/B testing, feature validation) Stakeholder & Influencing Skills • Excellent communication across executive, technical, and commercial audiences • Ability to align diverse stakeholders and manage competing priorities • Strong external presence with customers, partners, and analysts Leadership & Execution • Proven leadership in cross-functional teams • Strong delivery mindset with accountability for outcomes • Ability to operate at both strategic and tactical levels Experience & Profile • 10+ years in product management within SaaS or CCaaS • Proven experience in a CCaaS vendor or closely related domain (critical for rapid impact) • Experience leading teams and influencing large-scale product organisations • Strong understanding of enterprise ecosystems (Microsoft, CRM, AI platforms preferred) • Technical fluency (cloud platforms, APIs, integrations) combined with commercial mindset Success Indicators (First 12-24 Months) • Clear, differentiated CCaaS product strategy established • Improved win rates and competitive positioning • Strong product adoption and measurable NRR impact • Accelerated delivery of key innovation areas (AI, omnichannel, automation) • Improved cross-functional alignment and execution speed Information Security Responsibilities All employees are responsible for supporting and maintaining the organisation's information security standards. This includes: • Adhering to all applicable information security policies, procedures, and guidelines at all times • Protecting company, customer, and partner data from unauthorised access, disclosure, alteration, or loss • Using company systems, devices, and networks in a secure and compliant manner • Promptly reporting any suspected or actual security incidents, breaches, or vulnerabilities to the appropriate team • Completing mandatory information security and data protection training as required • Ensuring that confidential information is handled and stored securely in line with company policies and legal requirements Failure to comply with information security responsibilities may result in disciplinary action.