Are you interested in joining the leader in the enterprise Unified Communications as a Service (UCaaS) market? Does the opportunity of contributing to a pre-IPO growth company excite you? Fuze is seeking an analytical and well-rounded professional for a Product Management role, and whose current job may not necessarily be in product management, to run Fuze’s Contact Center product line.

In this role you will be responsible for Fuze’s Contact Center as a Service (“CCaaS”) product line, which includes partnerships with third party vendors as well as proprietary products. Fuze’s core UCaaS product and the CCaaS market are direct adjacencies and success in CCaaS is a critical component of Fuze’s overall growth plan. You will effectively be the general manager of a line of business within Fuze and have complete responsibility for revenue, cost and investment decisions related to the CCaaS product line. You will be evaluated on driving growth in revenue, increasing customer satisfaction, and increasing margin and profit for Fuze’s bottom line. Working closely with a team of experienced product managers and engineers, you will be the face of the CCaaS business, internally and externally. If successful in this role, a candidate has a very strong path upward in Fuze’s product organization.

What You'll Do:

• Own Fuze’s third party contact center partnerships and drive revenue growth through alignment of sales, services and support to make the products successful in the market
• Assess and prioritize technology integrations to Fuze’s third party contact center partners and lead the product development of those integrations
• Drive revamp of Fuze’s proprietary CCaaS product and more fully integrate it to Fuze’s core Fuze Desktop application
• Assess potential new partnerships in the CCaaS market
• Own all aspects of product management in your domain area, including but not limited to: project scoping; writing product specifications and leading engineering teams in executing development schedules; monitoring quality assessment testing; liaising with marketing for product launches; creating product documentation and all relevant training materials; leading training and troubleshooting for all internal Fuze audiences; and being the “face” of the products to Fuze’s sales teams and customers

Essential Duties and Responsibilities (“how you will do it”)

• Develop operating cadence and reporting framework for assessing Fuze’s growth and success in the CCaaS market
• Full P&L reporting and customer satisfaction metrics shall be utilized
• Strategy & Positioning
• Understand Fuze’s strategic and competitive position in the market and ensure product roadmap is aligned
• Incorporate customer data, research, and market analysis into product requirements and business plans to solve market problems and enhance user satisfaction
• Product Lifecycle
• Develop, document, and effectively communicate personas, use cases, scenarios, and requirements
• Collaborate and work cross-functionally with sales, marketing, service operations, product design and development
• Participate in agile product development process along with product development; ensure features are prioritized correctly and releases are delivered on time
• Define and deliver against key business metrics, analyze user behavior and trends, promote adoption and provide business updates to senior leadership

Who You Are:

• BA/BS required, MBA is a plus but not required
• Excellent organizational, presentation and writing skills and ability to successfully interact across functions (at all levels) of an organization and with customers is the only specific required skill - you must be comfortable being accountable and being organized
• Candidates with “non-traditional” backgrounds in investment banking, investment management, management consulting, and related fields, but who are seeking an entry to the SaaS technology industry, are encouraged to apply
• Product Management or Project Management experience is a plus but not required
• Demonstrated experience working directly with customers and ensuring high quality outcomes
• Demonstrated skills in developing go to market strategies, analyzing financial metrics, conducting customer research and facilitating user testing
• Propensity to question, explore, challenge, and build
• Ability to work independently and make difficult decisions in ambiguous situations
• Ability to persuade and handle roadblocks while building critical internal and external relationships
• Most critically, a successful candidate has a desire to be the leader and owner over a key roadmap / product area, with all the risks and career rewards that entails