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Innovaccer is seeking an exceptional product leader to build and scale a next-generation AI-powered Contact Center and Customer Operations platform. This is a high-impact Director-level role owning the complete product vision, strategy, roadmap, and execution for transforming traditional contact centers into AI-native, autonomous operations.
Key responsibilities include defining and driving product vision for an AI-native contact center platform; building a differentiated roadmap spanning conversational AI, voice experiences, virtual agents, agent assist, intelligent routing, knowledge management, workflow automation, quality management, analytics, and customer journey orchestration. You will establish a clear evolution path from human-assisted to AI-assisted to AI-led to autonomous customer operations, and develop the platform architecture required to unify voice, digital channels, data, AI, workflows, and enterprise applications.
You will partner closely with engineering, AI/ML, design, GTM, sales, marketing, and customer success teams to translate strategy into market-leading products. Direct engagement with strategic customers and executives will identify high-value use cases and convert them into scalable solutions. You will define product-led growth and commercialization strategies including packaging, pricing, consumption models, and ROI measurement. Building the product organization, operating model, talent strategy, and culture required to scale the business is essential. Success is measured by automation rate, containment, resolution rate, cost per interaction, customer satisfaction, revenue impact, and time created for employees.
Required qualifications: 12+ years of product management experience with significant leadership responsibility for enterprise software products. Proven track record taking products from concept through launch, product-market fit, and scale. Experience owning large product portfolios and influencing business strategy, revenue, and growth. Demonstrated ability to build and lead high-performing product organizations. Deep understanding of contact center/CCaaS, conversational AI, voice AI, AI agents, customer experience platforms, CRM, or enterprise AI infrastructure.
Ideal candidate is customer-obsessed, AI-native in thinking, commercially minded, platform-oriented, outcome-driven, high-velocity, strategic yet hands-on, and an exceptional communicator. This is an onsite role requiring five days per week in San Francisco.
