Product Management Director - Outbound Contact Center Solutions

Job Description

Job Description

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.

The Product Management Director will play a critical role in evangelizing Five9's Outbound Contact Center SaaS solution to the market. This leader will bridge product strategy, customer engagement, and field enablement—ensuring Five9 remains the partner of choice for enterprises looking to drive proactive customer outreach. The role requires a balance of market-facing evangelism, customer discovery, and internal product leadership to align the roadmap with customer and market needs. Unlike traditional inbound contact centers, where the focus is on responding to customer-initiated interactions, outbound engagement is proactive—requiring precision, compliance, and business-driven use cases. The Director of Product Management – Outbound Solutions will champion Five9's outbound SaaS platform, helping enterprises leverage proactive communication to drive revenue, improve collections, enhance customer loyalty, and ensure compliance.

Responsibilities:

• Market Evangelism & Customer Engagement

  • Act as the face of Five9's outbound portfolio in customer meetings, executive briefings, and analyst sessions.
  • Discover and articulate high-value outbound use cases such as collections, payment reminders, surveys, proactive notifications, appointment confirmations, and digital campaign outreach .
  • Showcase how enterprises can stay compliant (e.g., TCPA, Reg F, FDCPA) while achieving measurable ROI.
  • Continuously identify new opportunities where proactive engagement keeps Five9's solutions relevant.

  Field Enablement & Sales Support

  • Equip presales and sales teams with outbound-specific positioning, messaging, demos, and compliance differentiators.
  • Partner with go-to-market teams to accelerate subscription growth in North America.
  • Engage directly in strategic deals, mapping outbound capabilities to customer business objectives.

  Product Strategy & Roadmap Alignment

  • Capture customer feedback, compliance trends, and market signals to evolve the roadmap.
  • Prioritize capabilities like multi-channel campaign orchestration, predictive dialers, agentless outreach, and AI-driven engagement optimization .
  • Collaborate with engineering and UX to ensure product development aligns with enterprise requirements for scale, compliance, and ROI measurement .

  Thought Leadership

  • Serve as Five9's outbound solutions evangelist at industry events, advisory boards, and analyst briefings.
  • Promote thought leadership around next-gen outbound engagement , including AI-assisted campaigns, omnichannel orchestration, and regulatory readiness .
  • Position Five9 as the leader in outbound innovation, differentiating from inbound-centric providers.

Key Performance Indicators (KPIs):

• Success in this role will be measured by:

  • Revenue Impact – Contribution to annual recurring revenue (ARR) growth from outbound product adoption and upsell.
  • Customer Engagement – Number of outbound-specific customer and prospect engagements (executive briefings, advisory boards, use case workshops).
  • Sales Enablement Effectiveness – Increase in win rate and shortened sales cycles for outbound deals after enablement initiatives.
  • Roadmap Execution – Timely delivery of prioritized features aligned with customer and compliance needs.
  • Market Differentiation – Analyst recognition and improved market positioning of Five9 outbound solutions.
  • Use Case Expansion – Growth in the number of validated and monetized outbound use cases across industries (collections, healthcare, retail, financial services).

Qualification:

• 10+ years in Product Management, Presales, or related roles within SaaS, CCaaS, or enterprise communication technology.
• Proven track record in market evangelism and customer engagement for outbound or proactive communication solutions.
• Strong domain expertise in outbound contact center strategies , including dialers, campaigns, and multi-channel engagement.
• Familiarity with compliance regulations (TCPA, Reg F, FDCPA, HIPAA) impacting outbound communications.
• Experience aligning SaaS roadmaps with revenue-driving and compliance-sensitive use cases .
• Exceptional communication and executive presence, with the ability to influence C-level stakeholders.
• Bachelor's degree required; MBA or advanced degree preferred.

Ideal Candidate Profile:

The ideal candidate will:

• Be a Storyteller: Able to translate complex outbound technology into compelling business narratives that resonate with executives and front-line users alike.
• Act Like a Market Evangelist: Thrive in front of customers, prospects, analysts, and industry audiences, representing Five9 as the thought leader in outbound engagement.
• Customer-Centric Mindset: Naturally curious about customer challenges and able to translate them into actionable roadmap priorities.
• Strategic + Hands-On: Comfortable shaping long-term product strategy while also rolling up sleeves to support sales, demos, and key customer engagements.
• Influencer Across Functions: Skilled at driving alignment between Product, Engineering, Sales, Marketing, and Customer Success.
• Compliance-Savvy: Understands the importance of regulatory requirements in outbound engagement and can confidently speak to compliance in customer conversations.
• Growth-Oriented: Motivated by delivering measurable outcomes—ARR growth, adoption, customer satisfaction, and competitive differentiation.

Work Location: This role is fully remote for candidates who reside outside the 30 mile radius of one of our offices. For candidates who reside within a 30 mile radius of one of our offices, this role is Hybrid and would require 3 days a week (T, W, TH) in 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.

$135,000—$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: -pt/legal.

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