Product Manager - Administration and Reseller Experiences

Company Overview:

At Vonage, we are revolutionizing customer and employee engagement through a unified, intelligent, and omni-channel platform that empowers exceptional customer and employee experiences. Our cutting-edge Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) solutions deliver seamless integration, advanced omnichannel communications capabilities, and next-generation technology to meet the evolving demands of businesses worldwide. We are committed to driving transformation by providing innovative, customer-centric solutions that enable organizations to engage, interact, and deliver personalized service at scale.

Vonage Product Management Mission:

We bridge technology and business needs to deliver innovative products and services that redefine communication. Our team envisions the future, orchestrating cross-functional efforts to design, develop, and deliver state-of-the-art products. We combine deep business understanding with customer insights and market awareness to shape experiences that transform how people connect.

Role Overview:

Reporting to the Head of Fusion Platform, you will play a pivotal role in enhancing the administration and reseller aspects of our CCaaS and Business Communication product. Your work will directly empower both internal teams and our reseller community by delivering intuitive self-service and marketplace capabilities. By ensuring robust permissions, seamless authorization, and efficient internal provisioning, you will help Vonage extend its reach into broader business communications while balancing the evolving needs of our current users.

Potential Next Career Move: Senior Product Manager

Key Responsibilities:

• Administration Leadership:
• Own the development and continuous improvement of marketplace and self-service capabilities within the CCaaS product.
• Enhance internal provisioning and account management functionalities to ensure a streamlined administration experience.
• Define and implement permissions and authorization models for both CCaaS and Business Communication users.
• Reseller Enablement:
• Develop and refine capabilities that empower our reseller community to market and effectively support the Vonage Contact Centre product.
• Collaborate with reseller partners to gather insights and translate their needs into actionable product enhancements.
• Create tools and processes that simplify reseller onboarding, training, and ongoing engagement.
• Market Research and Customer Engagement:
• Work closely with internal stakeholders and external partners to understand the evolving needs of administration and reseller users.
• Monitor industry trends and competitor offerings to keep our product suite competitive and forward-thinking.
• Balance new feature development with maintaining a seamless experience for existing users.
• Product Strategy and Roadmap:
• Define the strategic direction for administration and reseller experiences, aligning with overall business goals.
• Gather and prioritize requirements from cross-functional teams, ensuring that both technical feasibility and market demand are met.
• Collaborate with engineering, design, and quality assurance teams to ensure delivery excellence.
• Go-to-Market and Growth Initiatives:
• Partner with Marketing, Sales, and Customer Success to develop effective go-to-market strategies.
• Support the creation of product collateral such as FAQs, user guides, and training materials.
• Represent the product at industry events, webinars, and reseller meetings to drive adoption and awareness.

What you'll bring:

• A strong drive to learn, grow, and tackle challenging domains within product management.
• At least 3 years of experience in product management or a related field (e.g., software engineering).
• Familiarity with marketplace and self-service product paradigms.
• Experience with permissions, authorization, and internal provisioning systems.
• Proven ability to balance the needs of existing users with opportunities for innovation.
• Excellent written and verbal communication skills and a collaborative mindset.
• Fluency in English. 
• Domain expertise in CCaaS or UCaaS is a benefit.
• Experience working on administration or reseller capabilities is a plus.
• The position can be carried-out remotely from anywhere in Poland, however living close to Wrocław is a plus. 

What is in it for you:

• Unlimited Discretionary Time Off
• Private Medical Insurance with the option to add dependents at your own cost
• Multisport Gym Membership
• Educational Assistance Reimbursement Program
• Polish Language Classes for non-native speakers
• Lunch and Learn Sessions
• Opportunity to be reimbursed for conferences, trainings, and other events consistent with the area of work aimed at personal development
• Three Paid Volunteer Days a Year
• Reimbursement for the costs of prescription glasses
• Maternity and Paternity Leave

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.