Description

NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai.

The CX (Customer Experience) Offering Product Manager is responsible for the definition, creation, development, and maintenance of key solution capabilities within the CX ecosystem, while also strengthening our strategic partnerships. This role requires close collaboration with various teams across the organization, particularly product management, sales and sales operations, customer success, and marketing, to develop new and differentiated offerings.

The Offering Product Manager will work with executive leadership, product managers, sales teams, solutions architects, marketing, and external partners to ensure our CX offerings produce measurable business outcomes, meet customer needs, and set NWN apart in the market. Key responsibilities for each offering include: strategic sales positioning, market research, partner evaluation, road mapping for additional functionality, and assessing both current offerings and future business and operational requirements.

Specialized skills are required in the following areas

Scope of Role Responsibilities

Essential, key job responsibilities for this role include, but are not limited to:

• Portfolio Leadership
  • Define and drive the strategy, roadmap, and lifecycle management for the full CX portfolio.
  • Ensure alignment with Customer Experience (CX), Intelligent Workplace (IW) priorities and corporate growth objectives.
  • Own strategic positioning and cross-offering integration (e.g., EMP, IW, AI-powered managed services).
• Market & Partner Engagement
  • Build and sustain senior-level relationships with strategic partners including: AWS, Cisco, Five9, Genesys, Avaya, Zoom, and Verint.
  • Represent NWN in partner programs, industry councils, and CX ecosystem events.
  • Evaluate emerging CX platforms to expand NWN’s capabilities.
• Offering Development
  • Translate customer requirements and market trends into scalable, repeatable solution offerings.
  • Partner with Product Owners and Offering Architects to define architecture, entitlements, enablement, and delivery frameworks.
  • Lead the introduction of new capabilities (AI, analytics, compliance, workforce engagement) into the CX portfolio.
• Business Performance
  • Manage offering financials, including business cases, pricing models, and revenue optimization.
  • Track adoption, performance, and profitability across offerings; refine based on customer feedback and data.
  • Support lean business case development and financial tracking for continuous improvement.
• Thought Leadership & Enablement
  • Present CX strategy and capabilities internally to leadership and externally to customers.
  • Act as a subject-matter expert for CX across NWN, driving competitive differentiation with whitepapers, enablement content, and presentations.
  • Maintain a library of documentation to support internal enablement, product design, and sales activities.
• Collaboration & Culture
  • Work cross-functionally with Offering Leads, Product Management, and Solutions teams to define and deliver new solutions.
  • Foster a collaborative, professional, and values-driven culture across internal and partner teams.
  • Communicate regularly with OCTO leadership on roadmap, performance, and offering evolution.

Additional job responsibilities include, but are not limited to:

• Build and maintain strong relationships with NWN’s Offerings, Product Management, Sales Enablement, Technical Architecture, and Customer Success teams.
• Pursue ongoing professional development and self-study to stay current with emerging technologies and CX market trends.
• Perform other related duties as assigned to support the success of the CX portfolio and broader Intelligent Workplace initiatives.

Role Qualifications and Requirements

The following are minimum qualifications and requirements required for this role:

• Education & Experience
  • Bachelor’s degree in Computer Science, Information Systems, Business, or equivalent experience (MBA preferred).
  • 12+ years in IT/telecom with at least 8+ years in senior product management, offering leadership, or portfolio strategy roles.
  • Proven track record managing CX/CCaaS portfolios and strategic vendor relationships (Cisco, Five9, Genesys, AWS, Avaya, Zoom, Verint).
  • Experience with solution design, financial modeling, and P&L ownership.
  • Familiarity with ITIL framework (ITIL v4 Foundation or higher preferred).
• Vendor & Technical Expertise
  • Certifications or proven expertise in one or more of the following:
  • Cisco CCNP Collaboration (or equivalent)
  • Five9 Certified Administrator/Implementation Pro
  • Genesys Cloud CX Certified Professional
  • AWS Connect accrediation or relevant implementation experience
  • Avaya Certified Solutions Specialist
  • Zoom Phone / Zoom Contact Center accreditation
  • Verint Workforce Engagement certifications
  • Strong understanding of AI/analytics in CX, CPaaS/UCaaS/CCaaS platforms, and workforce engagement management.
• Leadership & Skills
  • Demonstrated ability to build, manage, and transform offerings that remain relevant to the market and customer needs.
  • Strong executive presence with the ability to influence and manage senior-level partner relationships.
  • Excellent communication and presentation skills, including experience briefing C-level stakeholders.
  • Skilled in financial and business case development, with the ability to drive revenue growth and profitability.
  • Strong documentation, technical writing, and enablement skills.
  • Proficiency in Microsoft Excel, PowerPoint, and Word.
  • Excellent time management, problem-solving, and cross-functional leadership skills.

Preferred / Ideal Candidate Profile

The ideal candidate is a senior leader in the Customer Experience space with a proven record of building and scaling CX/CCaaS solution portfolios. They bring deep expertise and certifications across Cisco, Genesys, Five9, Avaya, AWS, Zoom, and Verint, coupled with strong vendor relationships at the executive level.

They thrive at the intersection of technology, business outcomes, and market strategy, with the ability to translate complex requirements into compelling offerings that drive measurable ROI for customers. This individual is equally comfortable briefing C-level executives, engaging with partners in joint GTM initiatives, and guiding internal teams through transformation.

Above all, the ideal candidate combines strategic vision with execution discipline - able to anticipate market shifts, monetize emerging opportunities like AI-powered automation, and position NWN as a leader in delivering differentiated CX solutions.

Travel: Less than 30%

All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

NWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.

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