Director of Product Management, Voice & Telephony (CCaaS / UCaaS)
4 days ago
Santa Clara
Location: Eltropy Headquarters Reports To: Chief Product Officer Eltropy is the industry-leading Unified Conversations Platform built specifically for financial institutions. Our platform combines digital conversations, voice, contact center (CCaaS), and unified communications (UCaaS) into one intelligent, compliant, AI-powered system. We help credit unions and community banks deliver exceptional member experiences, drive operational efficiency, and future-proof their communication stack. We are expanding our voice and telephony capabilities and seeking a product leader who can help us build best-in-class contact center and office telephony products while driving forward an AI-native vision for the future. We are looking for a Director of Product Management to lead Eltropy's CCaaS (Voice+) and UCaaS (Office Phone) product lines. This leader will define the strategy, own the roadmap, and guide execution on mission-critical telephony initiatives. The role includes managing a team of product managers and collaborating closely with engineering, design, GTM, and customer-facing teams. This position reports directly to the Chief Product Officer and will have a significant influence on the direction and success of Eltropy's communication platform. • Define and drive the multi-year product vision for voice, telephony, and unified communications., • Own the roadmap for our CCaaS and UCaaS offerings., • Use market, customer, and competitive insights to inform strategic decisions., • Drive compliance initiatives (DNO, DNC, PCI etc.) cross-functionally., • Champion the future of AI-native telephony including virtual agents, conversational AI, smart routing, analytics, and more., • Lead, mentor, and grow a team of product managers supporting telephony and contact center products., • Establish best-in-class product practices, strong prioritization, and high execution discipline to deliver the best end to end experience., • Drive cross-functional collaboration across engineering, design, GTM, support, and executive stakeholders., • Own the full product lifecycle: definition, scoping, execution, launch, iteration., • Prioritize initiatives using a data-driven approach and clear business outcomes., • Make tradeoffs that balance customer needs, innovation, speed, and technical realities., • Partner with engineering to ensure high-quality and on-time delivery., • Represent the Voice+ and telephony product lines internally and externally., • Engage with financial institution customers, strategic partners, and advisory councils to validate needs and gather insights., • Support GTM teams during product rollouts, launches, and strategic deals., • Travel to customer sites, conferences, and partner locations approximately two times per month to gather in-person insights., • Conduct deep discovery sessions with financial institutions to understand workflows, pain points, and unmet needs., • Use field insights to shape product direction, validate roadmap priorities, and influence long-term strategy., • Build AI-powered and AI-native telephony experiences that differentiate Eltropy's platform., • Partner with the AI team to offer generative AI across voice workflows., • Measure usage, adoption, and ROI on AI-driven features and iterate based on insights., • Define KPIs, success metrics, and dashboards for Voice+ products., • Use data, experimentation, and customer insights to prioritize and validate decisions., • Foster a culture of learning, experimentation, and continuous improvement., • Required Domain Expertise: Strong experience with telephony, VoIP, SIP, CCaaS, UCaaS, call routing, contact center technologies, or related voice systems. Experience with PBX, Freeswitch, Kamalio, SIP protocols etc. is preferred., • Product Leadership: 10+ years in product management with 5+ years building enterprise SaaS products., • People Management: Previous experience managing PMs and scaling product teams., • Execution Excellence: Proven ability to deliver complex, high-availability communication products., • Communication Skills: Exceptionally clear, structured communicator with strong storytelling abilities., • Bias For Action: Highly proactive, fast-moving, and able to make decisions in ambiguity., • Education: Bachelor's in Engineering/CS/Technical field; MBA a plus but not required., • Lead a core product line at the fastest-growing communications platform in the financial services industry., • Shape the future of AI-native customer/member communication., • Work directly with the CPO and executive team on strategic initiatives., • Be part of a culture that moves quickly, values product sense, and rewards impact.