Product Director

About AnywhereNow

Founded in 2010 in The Netherlands, AnywhereNow is a global leader in Enterprise Dialogue Management, with a vision to ensure every employee and customer feels heard, understood, and valued. With around 240 employees working from 22 different countries, we partner with over 2,000 leading enterprises, including Mazda, the UN International Organization for Migration, Adecco Group, and the University of Cape Town, to deliver exceptional customer experiences through the power of Microsoft Teams and AI-driven insights.

Our commitment to innovation, customer focus, and accountability drives our success. Our portfolio includes Dialogue Cloud, Deepdesk (AI Agent Assist), Tendfor and Deepdesk delivering cutting-edge capabilities across Microsoft Teams environments and enterprise CX platforms.
Position Summary

The Product Director - CCaaS owns the product vision, strategy, and execution for our cloud contact centre portfolio. You'll drive product innovation, revenue growth, and competitive differentiation in a rapidly evolving SaaS market by combining strategic leadership, deep domain expertise, and hands-on execution.

You'll lead cross-functional teams across engineering, commercial, and customer-facing functions to deliver scalable, AI-driven, omnichannel solutions that measurably impact customer outcomes across the full lifecycle.
Requirements
Key Responsibilities
Product Strategy & Vision

- Define and own the CCaaS product vision, aligned with company strategy and market positioning

- Translate market trends (AI, omnichannel, Teams integration, automation) into product direction

- Drive portfolio-level decisions (build / buy / partner)

Market, Customer & Competitive Intelligence

- Conduct continuous market sensing to identify opportunities and threats

- Engage directly with enterprise customers, partners, and analysts

- Ensure roadmap reflects strong differentiation against key CCaaS competitors

Product Roadmap & Execution

- Own prioritisation across capabilities (routing, AI, reporting, integrations)

- Balance innovation with technical debt, scalability, and platform evolution

- Drive consistent delivery through agile models and cross-functional alignment

Commercialisation & Growth

- Define pricing, packaging, and monetisation strategy (e.g., seat vs usage-based models)

- Enable sales, partners, and marketing with positioning and enablement

- Drive product-led growth, expansion use cases, and customer adoption

Customer Value & Lifecycle Ownership

- Ensure products deliver measurable business outcomes (CX improvement, efficiency, AI adoption)

- Embed customer lifecycle thinking across onboarding, adoption, expansion, and retention

- Use product usage data to reduce churn and increase NRR

Cross-functional Leadership

- Lead and align Product Managers, UX, Engineering, and Go-to-Market teams

- Bridge technology and business stakeholders

- Influence executive-level decisions on portfolio direction

Operational Excellence

- Establish and own KPIs (ARR contribution, adoption, feature usage, NPS)

- Own product P&L or business case performance

- Drive data-driven decision-making across roadmap and investments

Core Competencies
SaaS & Commercial Acumen

- Strong grasp of SaaS metrics (ARR, NRR, churn, CAC, cost-to-serve)

- Ability to translate product investments into financial outcomes

- Expertise in pricing and packaging strategies

CCaaS & Domain Expertise

- Deep understanding of CCaaS architecture (routing, omnichannel, WEM, AI, integrations)

- Knowledge of enterprise customer service operations and workflows

- Awareness of ecosystem players (UCaaS, CRM, CPaaS, AI vendors)

Strategic Thinking & Leadership

- Ability to define long-term vision while delivering incremental value

- Strong prioritisation and trade-off decision-making

- Experience managing complex product portfolios

Customer-Centric Mindset

- Focus on delivering customer outcomes, not just features