Principal Product Manager - AI Applications

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Join us in bringing joy to customer experience.  Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

We’re looking for a visionary product leader who combines deep technical expertise with exceptional strategic thinking to lead the development of several strategic AI/LLM powered product areas, including but not limited to:

• AI Insights – LLM-powered Conversation Intelligence that transforms voice-of-customer data into actionable CX intelligence.
• Agent Assist – Equip agents with real-time RAG knowledge, LLM-powered guidance and coaching.
• GenAI Studio – Advanced LLM Ops and observability for enterprise-scale deployments.

This position is based in the US. You will lead and collaborate with a global team spanning the United States, Portugal, and India.

Responsibilities:

• Set the Vision: Define and communicate a bold product strategy that aligns with market trends and customer needs.
• Own the Roadmap: Build and maintain a clear, prioritized roadmap that drives differentiation and growth.
• Lead with Data: Conduct deep competitive and market analysis, identifying emerging trends in Conversation Intelligence and Agent Assistance to inform decisions and validate direction.
• Drive Execution: Distill high-level strategic thinking into detailed product requirements and intuitive user experience designs and partner with Engineering and UX for flawless delivery. Validate assumptions by leading beta programs and customer pilots, managing feedback loops and iterating rapidly based on real-world usage.
• Go-to-Market: Collaborate with Marketing, Sales and Partner organizations to craft compelling positioning and pricing strategies.
• Engage Customers and Partners: Act as a product evangelist in key customer conversations and user groups. Drive forward deployment engagements with enterprise customers, working hands-on to optimize AI Solution performance and ensure successful adoption
• Inspire Teams: Partner with and mentor product managers, fostering a culture of innovation and accountability.

Requirements:

• 9+ years of product management experience, including 5+ years in AI-first enterprise software.
• Demonstrable hands-on success designing and delivering AI/LLM-powered CX applications (e.g., Conversation Intelligence, Agent Assistance, AI Observability).

Proven technical and hands-on proficiency with LLM applications, prompt engineering, RAG architectures, and agentic design patterns.

• Deep domain expertise in LLM-powered Conversation Intelligence, Agent Assistance, and LLM ops technologies is a big plus.
• Strong analytical skills with the ability to turn data into actionable insights.
• Experience managing beta programs and validating product directions through user feedback.
• Experience leading through influence in matrixed, global organizations with distributed teams.
• Track record of managing beta programs, running experiments (A/B testing), and leveraging customer feedback to drive product iterations

Bonus Points

If you have a fervent passion for innovation, armed with hands-on experience in design thinking, experience-based road mapping, lean startup methodologies, and other progressive innovation practices.

Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office.  For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon office.

As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process.  Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.

Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.

Our total reward package also includes:

• Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.

The US base salary range for this role is below.

$135,300—$398,200 USD

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  The more inclusive we are, the better we are.  Five9 is an equal opportunity employer. 

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.  

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.