Senior Manager, Agent & CX Technology

Summary

Join Point as a Senior Manager, Agent & CX Technology and lead the evolution of CRM and communication platforms. You will manage a team, drive platform improvements, and collaborate with stakeholders to execute a strategic roadmap. Responsibilities include defining the vision for agent enablement tools, executing feature development, and becoming an expert on customer needs. You will also manage vendors and contribute to company-wide initiatives. The ideal candidate has 8+ years of experience in product management, including 3+ years in a leadership role focused on contact center platforms, deep Salesforce expertise, and a data-driven mindset. This is a remote position with generous benefits including unlimited PTO, fully paid parental leave, and flexible work arrangements.

Requirements

• 8+ years of experience in product management or a related field, including 3+ years in a leadership role focused on implementing and optimizing contact center (CCaaS) or unified communications (UCaaS) platforms
• A proven track record of delivering initiatives with meaningful business impact and driving cross-functional alignment
• Deep expertise with Salesforce.com and a strong grasp of how CRM systems support customer operations and business growth
• A data-driven mindset—you form hypotheses, define success metrics, and tell compelling stories through data; SQL proficiency is strongly preferred
• Strong operational thinking with the ability to map complex workflows and deliver seamless end-to-end experiences across teams
• Excellent judgment, communication, and interpersonal skills that help you build trust and drive decisions across diverse stakeholders
• A talent for managing multiple projects in parallel and prioritizing ruthlessly in fast-paced environments
• An entrepreneurial and self-motivated approach—you take ownership, solve problems proactively, and move with urgency

Responsibilities

• Product Strategy : Leveraging relationships with key business stakeholders to understand priorities, needs, and opportunities, you will be responsible for our agent enablement strategy, defining the vision and roadmap for the suite of tools and platforms we provide our customer facing teams. You will propose innovative solutions, evaluate vendors, and make informed build-versus-buy recommendations and decisions
• Product Execution : Own the execution of specific features both as a player and as a coach - from discovery to defining requirements to partnering with contractors on development as needed to launch and adoption
• Customer Insight : Become the foremost expert on the problems of our customers and those of the internal teams who interact with our customers
• Influencing People : Amplify your impact by developing deep relationships with stakeholders and contributing to company-wide initiatives
• Vendor Management: Manage relevant software vendor and contractors relationships, including conducting regular performance reviews, negotiating new contracts and renewals, and addressing any performance issues
• People Management : Manage a team of business systems analysts, including coaching and mentoring, and ensure that the team is working towards objectives that support company goals

Preferred Qualifications

• Experience in fintech, insurance, financial services, or real estate is a plus
• Exceptional negotiation skills are a strong plus

Benefits

• Generous health benefits
• We provide medical, dental, and vision plans with options for flexible spending accounts (FSA) and health savings accounts (HSA)
• Unlimited paid time off
• Recharge with unlimited paid time off and 10 company holidays
• Flexible remote & onsite work
• Our teams work from many different locations and time zones. We support fully remote work and also have an amazing in-person environment in our downtown Palo Alto, CA HQ
• Fully paid parental leave
• Point will true-up wages from state-applicable PFL earnings so that the employee’s total gross pay will be equivalent to 100% of their regular base pay, as well as two weeks of fully paid leave to be available after exhaustion of state PFL
• For employees in states without Paid Family Leave, Point will provide up to 8 weeks of paid parental leave
• In addition, all employees will receive 4 weeks of fully paid transition time. For four weeks after returning from parental leave, and following the use of all other paid leave benefits, you may work part-time, meaning two or three days per week, and receive 100% of regular base pay
• Financial wellness
• We provide 401K retirement plans for employees as well as guaranteed life insurance and short- and long-term disability coverage. Full-time employees have the opportunity to take ownership in the company through equity options
• Extra work/life benefits
• We provide monthly stipends for internet, mobile plans, and a one-time home office reimbursement