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Job Summary:
NiCE is a leading software company that excels in AI, cloud, and digital solutions. They are seeking a Director of Product Management to lead the strategy and execution for the CXone platform, focusing on AI-native capabilities and managing a team of Product Managers to drive cross-functional alignment and platform evolution.
Responsibilities:
• Defining and driving the platform strategy and AI enablement roadmap — including AI-aware extensions to shared services such as the API facade, security and compliance, telemetry, tenant management, and billing framework — to accelerate application teams' time to market for AI-powered features.
• Leading rapid prototyping and proof-of-concept initiatives with engineering to validate platform service concepts — testing assumptions on scalability, integration patterns, and developer experience before committing to full roadmap investment.
• Developing and prioritizing product roadmaps and cross-solution backlogs, balancing market demand, customer needs, and business objectives while managing cost margins for a multi-million dollar solution set.
• Driving spec-driven product development — authoring platform API contracts, service specifications, and integration guides that serve as the primary handoff artifact between product and engineering, ensuring alignment before development begins.
• Collaborating with platform engineering, security, and application product teams to define requirements, integration patterns, and governance standards for AI services built on or consumed through the platform.
• Monitoring platform service performance metrics relevant to AI workloads — including API gateway throughput, service reliability, and usage telemetry — to ensure SLA commitments are met for dependent application teams.
• Driving responsible AI standards at the platform layer — including data privacy controls, audit logging, and compliance guardrails — so that application teams inherit governance by default rather than solving it independently.
• Developing the AI fluency of the platform product management team — building shared understanding of how AI workloads stress platform services differently, and ensuring PMs can critically evaluate requests from application teams building AI-powered features.
• Building and maintaining key relationships with strategic partners and representing NiCE CXone as an industry thought leader at customer sites, trade shows, and industry events.
• Partnering with sales and go-to-market teams to support opportunities, communicate platform capabilities, and respond to customer requirements and escalations.
• Providing leadership through coaching, feedback, development goals, and performance management; responsible for recruiting and hiring within the department.
• Reporting on performance metrics and adjusting priorities, staffing, and workloads to ensure efficient operation in alignment with departmental goals and objectives.
Qualifications:
Required:
• Bachelor's Degree in Computer Science, Business Information Systems, Marketing, or similar field preferred, or equivalent experience; MBA would be a great addition.
• 12+ years of product management experience with formal product management techniques, tools, and principles for planning and delivering software products and services.
• Demonstrated experience delivering platform or infrastructure capabilities that enabled engineering teams to build and ship AI-powered products at scale.
• Fluency in AI/ML concepts sufficient to evaluate how AI workloads impact platform services — including API design, security, scalability, and observability — without needing to write code.
• Working knowledge of LLM and generative AI capabilities sufficient to anticipate platform needs — including API design considerations, cost attribution, rate limiting, and security implications of integrating AI services into a multi-tenant platform.
• Experience defining and tracking success metrics for platform services supporting AI workloads — including adoption rates by application teams, time-to-integrate, SLA adherence, and reduction in duplicated AI infrastructure across product lines.
• Experience with spec-first or API-first development practices, including authoring technical product specifications that bridge product intent and engineering implementation across a shared platform used by multiple application teams.
• Demonstrated ability to lead through influence, present confidently to customers and co-workers, and engage effectively with technical resources — listening carefully, asking the right questions, and translating technical inputs into product decisions.
• In-depth knowledge of agile & SCRUM development methodologies and experience with a SaaS product set.
Preferred:
• Contact center experience with an emphasis on reporting, data usage, and analysis; familiarity with omnichannel and multichannel contact management.
• Familiarity with conversational AI, virtual agents, or generative AI applications — particularly from the perspective of understanding what shared platform capabilities these features require to scale across a multi-tenant environment.
• Understanding of AI governance considerations — including data privacy, audit logging, and regulatory requirements (GDPR, CCPA) — as they apply to building compliance capabilities into a shared platform used by multiple application teams.
• Familiarity with agentic AI workflows and multi-step AI orchestration — to anticipate platform service requirements as application teams begin building autonomous AI-driven features on top of the platform.
• Experience tracking how platform and infrastructure capabilities are evolving to support AI workloads in enterprise SaaS — including awareness of emerging patterns in multi-tenant AI governance, shared model serving, and developer experience for AI-enabled platforms.
Company:
NICE is a software development company. Founded in 1986, the company is headquartered in Hoboken, USA, with a team of 5001-10000 employees. The company is currently Late Stage.