Principal Product Manager - Customer Service

Who We Are:

SiriusXM and its brands (Pandora, SiriusXM Media, AdsWizz, Simplecast, and SiriusXM Connect) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.

This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world. Our critically-acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees plays a vital role in bringing SiriusXM's vision to life everyday.

SiriusXM is the leading audio entertainment company in North America, and the premier programmer and platform for subscription and digital advertising-supported audio products. SiriusXM's platforms collectively reach approximately 150 million listeners, the largest digital audio audience across paid and free tiers in North America, and deliver music, sports, talk, news, comedy, entertainment and podcasts. Pandora, a subsidiary of SiriusXM, is the largest ad-supported audio entertainment streaming service in the U.S. SiriusXM's subsidiaries Simplecast and AdsWizz make it a leader in podcast hosting, production, distribution, analytics and monetization. The Company's advertising sales organization, which operates as SXM Media, leverages its scale, cross-platform sales organization and ad tech capabilities to deliver results for audio creators and advertisers. SiriusXM, through Sirius XM Canada Holdings, Inc., also offers satellite radio and audio entertainment in Canada. In addition to its audio entertainment businesses, SiriusXM offers connected vehicle services to automakers.

How you'll make an impact:

Come join the team that is responsible for SiriusXM's customer service transformation! You and your teammates will be at the leading edge of customer service and AI and will be responsible for envisioning and implementing modern customer service platforms (agent desktops, voice, chat, routing) that leverage AI and Machine Learning to improve customer experiences and drive operational efficiency. As Principal Product Manager you will be leading efforts to define and implement the core architecture of our products, initiating and promoting new and innovative solutions to improve and optimize customer service.

What you'll do

Product Leadership and Strategy:

* Lead the definition and execution of the product vision, roadmap, and strategy for core architecture of our customer service ecoystem.

* Set the standard for managing large, complex product features, ensuring they meet business goals and customer needs.

* Drive innovation and continuous improvement of product management tools, methodologies, and processes, optimizing for efficiency and scalability.

* Collaborate with stakeholders at executive levels to ensure alignment with strategic business objectives and translate high-level requirements into detailed product specifications.

* Lead key mission-critical initiatives, ensuring cross-functional alignment and seamless execution.

Product Management Excellence:

* Develop and implement best practices for product feature development, from ideation through launch, setting the bar for product management processes.

* Champion data-driven decision-making, utilizing metrics and analytics to guide product feature prioritization and improvement.

* Mentor and coach product management teams, fostering a culture of continuous learning and improvement.

* Act as the primary point of contact for all product-related activities within Salesforce Service Cloud, ensuring timely communication and collaboration with engineering, design, and marketing teams.

Stakeholder Collaboration and Communication:

* Serve as the liaison between the product team and key internal and external stakeholders, including executive leadership, customer success, sales, and technical teams.

* Lead discussions and negotiations with stakeholders to balance competing priorities, aligning product features with strategic business objectives.

* Ensure clear and concise communication of product goals, status updates, and outcomes to all levels of the organization.

Complex Feature Management and Scaling:

* Manage the end-to-end lifecycle of large, complex architectural ecoystem across multiple product areas, ensuring timely delivery and successful launch.

* Coordinate with cross-functional teams (engineering, UX/UI, QA, and marketing) to ensure the successful execution of architecture and product features.

Continuous Improvement and Process Optimization:

* Drive improvements in the product development lifecycle by refining processes and tools used across teams.

* Implement process efficiencies that improve collaboration, reduce time to market, and enhance product quality.

* Keep the team ever abreast of emerging trends and technologies in CRM and customer service, particularly within the Amazon and Salesforce ecosystem, to continually enhance the product portfolio

What you'll need:

• Bachelor's degree or equivalent experience. Master's preferred.

• Minimum of 10+ years in product management or other relevant experience.

• Experience with all aspects of Customer Service architecture from telephony, messaging, and web chat to routing to authentication to voice agents and live agent desktop experiences. Specific experience with AWS and AWS Connect, OKTA, and Salesforce a huge plus.

• Extensive technical experience (could include hands-on engineering work) refactoring large, complex architectures, minimizing risk, and streamlining processes.

• Visionary leadership in product strategy and roadmap execution.

• Extensive experience leading and managing products from concept to execution, including initial product and viability research, product briefs, product requirements, prioritization, sprint planning and grooming, etc.

• Extensive experience writing thorough and detailed product requirements for large and technically complex features.

• Experience managing vendors and partners (engineers, PM, QA, design) from contract creation to product execution

• Proven track record of managing large-scale product features from concept to launch, with demonstrated success in leading multiple product areas

• Strong leadership skills with experience in defining and refining product management processes, tools, and best practices.

• Established record of delivering on time, in scope. Proactively makes correct trade-offs between scope & timing.

• Demonstrated track record of product leadership in a cross functional environment.

• Excellent communication and collaboration skills, with the ability to influence at all levels of the organization, including executive leadership.

• Data-driven mindset with experience in using metrics to guide product decisions and measure success.

• Strong influencing skills; you can build relationships with internal stakeholders and implementation partners to tell the user story in a compelling way

• A team player with a strong work ethic, able to build and maintain business and technical relationships, balances autonomy and accountability to get things done.

• Ability to manage competing priorities in a fast-paced, complex environment.

• Experience working cross-functionally with engineering, marketing, sales, and operations teams.

• Strong problem-solving skills, with a focus on delivering customer-centric solutions.

• Adaptability and ability to thrive in a dynamic, rapidly changing environment.

• Ability to mentor and lead teams to success, fostering a culture of innovation and excellence.

• Amazon and Salesforce certifications a plus.

• Have the legal right to work in the US

At SiriusXM, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect the base salary for this position to be in the range of $143,000 to $225,000 and will depend on your skills, qualifications, and experience. Additionally, this role might be eligible for discretionary short-term and long-term incentives. We encourage all interested candidates to apply.

Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.