Principal Product Manager

About the role

We're looking for a Product Manager to help grow and improve Hiya's enterprise products for trusted business calling. This role may span customer activation, product adoption, branded calling experiences, trusted business calls, analytics, reporting, customer workflows, platform capabilities, and other product areas that help businesses get measurable value from Hiya. The ideal candidate is commercially minded, customer-obsessed, analytically strong, and comfortable working across product, engineering, sales, customer success, operations, marketing, business development, and external partners. You should be able to understand customer needs deeply, create structure in ambiguous areas, evaluate product and business tradeoffs, and drive work across boundaries to achieve outcomes. We expect the person in this role to use AI tools to work faster and smarter, bring a builder mindset when useful, and stay focused on shipping products that create customer and business impact.

Responsibilities

• Build a deep understanding of how SMB and enterprise customers use voice to reach their customers, including their business goals, calling workflows, operational constraints, technical environments, and success metrics.
• Identify and prioritize product opportunities that improve customer activation, adoption, retention, expansion, engagement, trust, and measurable business outcomes.
• Lead product initiatives from discovery through launch and iteration, including problem definition, requirements, prioritization, rollout, measurement, and improvement.
• Partner closely with engineering teams, engineering managers, design, data, sales, customer success, operations, marketing, and business development to ship high-quality products.
• Translate complex customer, technical, and ecosystem topics into clear product strategy, product briefs, requirements, tradeoff analyses, and executive-ready materials.
• Use customer feedback, product usage data, sales and customer success signals, and market insights to identify improvement opportunities.
• Contribute to product positioning, launch readiness, sales enablement, and go-to-market planning for new capabilities.
• Use AI tools to accelerate customer research, synthesis, analysis, prototyping, documentation, experimentation, and product decision-making.
• Go around corners and beyond functional boundaries when needed to understand the real problem, unblock progress, and own the business outcome.

Requirements

• Product management experience, or equivalent experience building and scaling customer-facing technology products.
• Experience with enterprise SaaS, SMB products, B2B platforms, business calling platforms, communications technology, customer engagement, growth, analytics, or similarly complex product areas.
• Strong customer discovery skills and the ability to connect customer needs to product direction and business outcomes.
• Commercial judgment, including the ability to evaluate tradeoffs across customer value, revenue impact, technical feasibility, operational complexity, and speed to market.
• Strong analytical skills, including the ability to define success metrics, interpret product and business data, and communicate insights clearly.
• Ability to work effectively with engineering teams and engineering managers to define scope, sequence work, make tradeoffs, and ship products.
• Strong written and verbal communication skills, especially the ability to explain complex topics clearly to mixed technical and business audiences.
• High agency, strong ownership, comfort with ambiguity, and willingness to work across boundaries to deliver outcomes.
• Comfort using AI tools to improve the speed and quality of product work.
• You'll Likely Stand Out If You Have
• Experience with enterprise SaaS growth, customer success, customer onboarding, retention, expansion, or monetization.
• Experience with products used by sales, marketing, contact center, support, operations, or customer engagement teams.
• Experience in telecom, communications, business calling platforms, voice products, contac

Additional Information

About Hiya At Hiya, we're making business calls more trusted, useful, and effective. Voice remains one of the most important ways businesses communicate with their customers, but the value of a call depends on trust. When customers do not recognize who is calling or why, important conversations are missed, customer relationships suffer, and business outcomes are harder to achieve. Hiya helps businesses create trusted calling experiences that benefit both sides of the conversation: enterprises can reach customers with confidence, and customers can answer with confidence. Our products support branded business calling, trusted caller identity, call performance insights, customer engagement, and voice security capabilities that help businesses strengthen relationships and improve outcomes. This role sits in a core business area for Hiya and is focused on helping SMB and enterprise customers succeed.

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