Senior Product Manager - CX Job Listing at Qualtrics in Seattle, WA (Job ID 6676378)

Description

At Qualtrics, we create software the world's best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you'll be part of a nimble group that's empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won't have to look to find growth opportunities—ready or not, they'll find you. From retail to government to healthcare, we're on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that's work worth doing.

 

Senior Product Manager- CX

Why We Have This Role

• Scale Experience Management reporting, dashboards, and analytics for organizations with tens to thousands of global users.
• Empower app and product teams to integrate reliable and trustworthy data-driven capabilities into their applications.
• Enable all brands to enhance customer experiences by providing accessible omnichannel understanding.

How You'll Find Success

• Collaborating with engineers and designers to ship reporting requirements.
• Building empathy for core personas/users and translating this into product specification documents.
• Engaging with customers, sales, and stakeholders to drive product improvements and usage.
• Utilizing quantitative and qualitative data to inform decisions and success measures.
• Communicating the value proposition to diverse audiences and collaborate on feature positioning.

How You'll Grow

• By taking initiative and being adaptable in a dynamic environment.
• Through developing problem-solving skills and the ability to make data-driven decisions.
• By expanding your interpersonal skills and ability to influence across departments.

Things You'll Do

• Lead the development of omnichannel customer interaction analytics, with a focus on voice and AI-driven insights.
• Define and drive the product roadmap for ingesting, analyzing, and surfacing actionable insights from contact center data.
• Collaborate with engineering, AI/ML, and speech engineering teams to build seamless integrations and customer-centric analytics solutions.
• Work closely with telephony vendors (Genesys, NICE, Twilio, Avaya, Cisco UCCE) to ensure effective data integration.
• Translate user personas and workflows into clear product specifications that align with the overall product strategy.
• Engage with customers, sales teams, and stakeholders to identify product gaps, collect feedback, and drive feature adoption.

What We're Looking for on Your Resume

• Bachelor's degree in Business, Marketing, Engineering, Computer Science, or related field.
• 3-4 years of experience in a product-related role, preferably in tech/software.
• Owner's mentality with adaptability and problem-solving mindset.
• Strong communication, interpersonal, analytical, and problem-solving skills.
• Experience with B2B customers and a track record of exceptional customer service.
• Experience with frontline or omnichannel experience management is beneficial.

What You Should Know about this Team

• The product team is focused on providing solutions for large-scale organizational Reporting and Analytics capabilities, with an emphasis on text analytics and platform services
• The team works closely with brands and Fortune 100 companies to enhance customer and frontline experiences.
• The Customer Care business is growing and transforming how organizations understand and improve customer experiences across all interaction channels.
• This team will focus on ingesting, analyzing, surfacing insights from Omnichannel contact center data and drive action.

  Our Team's Favorite Perks and Benefits

• Experience Bonus: Qualtrics offers US employees an annual $1,800 “experience bonus” to provide an experience they might not otherwise have—attend a sporting event or concert, travel somewhere new, or even support a nonprofit or infuse funds into a small business in your area.
• Learning and Development: All team members are encouraged to devote 10% of their time to personal learning and development.
• The satisfaction of empowering large networks through technology.
• The opportunity to work with a diverse range of influential brands.
• A role that encourages personal growth and initiative within a growing business area.

  The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.   Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.   ​​​​​​​Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act   Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.   Not finding a role that's the right fit for now? Qualtrics Insiders is the one-stop shop for all things Qualtrics Life. Sign up for exclusive access to content created with you in mind and get the scoop on what we have going on at Qualtrics - upcoming events, behind the scenes stories from the team, interview tips, hot jobs, and more. No spam - we promise! You'll hear from us two times a month max with fresh, totally tailored info - so be sure to stay connected as you explore your best role and company fit.

 

For full-time positions, this pay range is for base per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience. A sign-on bonus and restricted stock units may be included in an employment offer, in addition to a range of medical, financial, and other benefits, based on eligibility criteria.

Washington State Annual Pay Transparency Range $130,500—$238,000 USD

 Apply on company website