Director of Product Management, Voice & Telephony (CCaaS / UCaaS)

Director of Product Management, Voice & Telephony (CCaaS / UCaaS)

Location: Eltropy Headquarters
Reports to: Chief Product Officer

About Eltropy

Eltropy is the industry-leading Unified Conversations Platform built specifically for financial institutions. Our platform combines digital conversations, voice, contact center (CCaaS), and unified communications (UCaaS) into one intelligent, compliant, AI-powered system. We help credit unions and community banks deliver exceptional member experiences, drive operational efficiency, and future-proof their communication stack.

We are expanding our voice and telephony capabilities and seeking a product leader who can help us build best-in-class contact center and office telephony products while driving forward an AI-native vision for the future.

Role Overview

We are looking for a Director of Product Management to lead Eltropy’s CCaaS (Voice+) and UCaaS (Office Phone) product lines. This leader will define the strategy, own the roadmap, and guide execution on mission-critical telephony initiatives. The role includes managing a team of product managers and collaborating closely with engineering, design, GTM, and customer-facing teams.

This position reports directly to the Chief Product Officer and will have a significant influence on the direction and success of Eltropy’s communication platform.

Key Responsibilities

Product Strategy & Vision

• Define and drive the multi-year product vision for voice, telephony, and unified communications.
• Own the roadmap for our CCaaS and UCaaS offerings.
• Use market, customer, and competitive insights to inform strategic decisions.
• Drive compliance initiatives (DNO, DNC, PCI etc.) cross-functionally. 
• Champion the future of AI-native telephony — including virtual agents, conversational AI, smart routing, analytics, and more.

Team Leadership

• Lead, mentor, and grow a team of product managers supporting telephony and contact center products.
• Establish best-in-class product practices, strong prioritization, and high execution discipline to deliver the best end to end experience.
• Drive cross-functional collaboration across engineering, design, GTM, support, and executive stakeholders.

Execution & Delivery

• Own the full product lifecycle: definition, scoping, execution, launch, iteration.
• Prioritize initiatives using a data-driven approach and clear business outcomes.
• Make tradeoffs that balance customer needs, innovation, speed, and technical realities.
• Partner with engineering to ensure high-quality and on-time delivery.

Customer & Stakeholder Engagement

• Represent the Voice+ and telephony product lines internally and externally.
• Engage with financial institution customers, strategic partners, and advisory councils to validate needs and gather insights.
• Support GTM teams during product rollouts, launches, and strategic deals.
• Travel to customer sites, conferences, and partner locations approximately two times per month to gather in-person insights.
• Conduct deep discovery sessions with financial institutions to understand workflows, pain points, and unmet needs.
• Use field insights to shape product direction, validate roadmap priorities, and influence long-term strategy.

AI & Innovation

• Build AI-powered and AI-native telephony experiences that differentiate Eltropy’s platform.
• Partner with the AI team to offer generative AI across voice workflows.
• Measure usage, adoption, and ROI on AI-driven features and iterate based on insights.

Data-Driven Decision Making

• Define KPIs, success metrics, and dashboards for Voice+ products.
• Use data, experimentation, and customer insights to prioritize and validate decisions.
• Foster a culture of learning, experimentation, and continuous improvement.

Qualifications

• Required Domain Expertise: Strong experience with telephony, VoIP, SIP, CCaaS, UCaaS, call routing, contact center technologies, or related voice systems. Experience with PBX, Freeswitch, Kamalio, SIP protocols etc. is preferred. 
• Product Leadership: 10+ years in product management with 5+ years building enterprise SaaS products.
• People Management: Previous experience managing PMs and scaling product teams.
• Execution Excellence: Proven ability to deliver complex, high-availability communication products.
• Communication Skills: Exceptionally clear, structured communicator with strong storytelling abilities.
• Bias for Action: Highly proactive, fast-moving, and able to make decisions in ambiguity.
• Education: Bachelor’s in Engineering/CS/Technical field; MBA a plus but not required.

Why Join Eltropy?

• Lead a core product line at the fastest-growing communications platform in the financial services industry.
• Shape the future of AI-native customer/member communication.
• Work directly with the CPO and executive team on strategic initiatives.
• Be part of a culture that moves quickly, values product sense, and rewards impact.