Director of Product-AI & Contact Center CONTACT CENTER TECHNOLOGY EXPERIENCE IS A CORE REQUIREMENT FOR THIS ROLE. Candidates must have demonstrated success leading product, technology, or transformation initiatives within large-scale enterprise contact center environments, ideally supporting 2,000+ agents across omnichannel operations. Experience with contact center platforms, agent technologies, customer interaction systems, and CX transformation is strongly preferred.

Location:
100% Remote, U.
Relocation assistance is available for qualified candidates within reasonable time frame; In-Office work flexibility may be considered for exceptional candidates with highly relevant experience but is not a guarantee. Full-time, direct-hire W-2 position Applicants must be legally authorized to work in the United States on a full-time basis Short Term Incentive Plan: 35% Target Annual Discretionary Bonus Long Term Incentive Plan: $20,000 Annual CSU (vesting over 3 years) Relocation Assistance Available for Qualified Candidates An established enterprise organization is seeking a Director-level Product Management leader to drive strategy, innovation, and modernization across a portfolio of customer service technologies, intelligent automation capabilities, and AI-enabled interaction platforms. This individual will be responsible for defining long-term product vision, building and executing multi-year roadmaps, establishing investment priorities, and delivering measurable business outcomes across a large-scale service organization. The ideal candidate combines deep Product Management expertise with significant customer service technology experience, recent AI and automation implementation leadership, and the ability to influence large matrixed organizations at the executive level.



Define and execute the long-term product vision and roadmap for enterprise customer service technologies and supporting platforms. Lead modernization and transformation initiatives across customer interaction technologies, self-service capabilities, workforce enablement tools, and AI-powered solutions. Drive adoption of intelligent automation, conversational AI, virtual assistants, workflow orchestration, agent productivity solutions, predictive analytics, and decision-support capabilities. Translate customer, employee, operational, and business insights into scalable product investments and measurable outcomes. Partner with engineering, architecture, UX, analytics, operations, and executive stakeholders to deliver strategic initiatives. Establish and mature product operating models, Agile delivery practices, and governance frameworks. Bachelor's Degree required ~Demonstrated experience leading product, technology, or transformation initiatives within large-scale CONTACT CENTER environments is required , ideally supporting organizations with 2,000+ agents, customer service representatives, or contact center personnel across multiple channels and locations. ~ Proven ownership of product strategy, roadmap development, prioritization, lifecycle management, and execution. ~ Significant experience leading enterprise-scale platform modernization, customer service technology transformation,



or digital transformation initiatives. ~ Recent experience implementing AI, automation, conversational AI, virtual assistants, intelligent workflow technologies, agent-assist capabilities, intelligent routing, predictive analytics, or productivity-enhancing solutions in production environments. ~ Robust understanding of customer service technologies, customer engagement ecosystems, workforce enablement platforms, and enterprise service environments. ~ Experience operating within Agile product organizations utilizing product-led operating models, pods, squads, or similar structures. ~ Executive-level communication, presentation, and stakeholder-management skills. Master's Degree preferred. Experience working with enterprise CRM environments, customer engagement technologies, intelligent automation solutions, AI-enabled service platforms, workforce technologies, or digital engagement ecosystems. Enterprise-scale customer service technology leadership Experience supporting large customer service organizations at significant scale Recent AI and automation implementation experience Product operating-model transformation experience Global transformation exposure Creates and executes a multi-year strategy for critical customer service and AI-enabled platforms. Successfully introduces scalable AI-driven capabilities that improve both employee and customer experiences. Serves as a trusted strategic partner to executive leadership on technology investment decisions and future-state platform strategy. Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual's skill sets, experience and training, licensure and certifica

📌 Director of Product-AI (Toronto)
🏢 Vaco
📍 Toronto