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
Strong voice-of-customer integration into product decisions
Ability to translate customer needs into scalable solutions
Data-Driven Decision Making
Uses qualitative and quantitative insights to guide product direction
Comfortable with product analytics, usage data, and financial modelling
Drives experimentation (pilots, A/B testing, feature validation)
Stakeholder & Influencing Skills
Excellent communication across executive, technical, and commercial audiences
Ability to align diverse stakeholders and manage competing priorities
Strong external presence with customers, partners, and analysts
Leadership & Execution
Proven leadership in cross-functional teams
Strong delivery mindset with accountability for outcomes
Ability to operate at both strategic and tactical levels
Experience & Profile
10+ years in product management within SaaS or CCaaS
Proven experience in a CCaaS vendor or closely related domain (critical for rapid impact)
Experience leading teams and influencing large-scale product organisations
Strong understanding of enterprise ecosystems (Microsoft, CRM, AI platforms preferred)
Technical fluency (cloud platforms, APIs, integrations) combined with commercial mindset
Success Indicators (First 12-24 Months)
Clear, differentiated CCaaS product strategy established
Improved win rates and competitive positioning
Strong product adoption and measurable NRR impact
Accelerated delivery of key innovation areas (AI, omnichannel, automation)
Improved cross-functional alignment and execution speed
Information Security Responsibilities
All employees are responsible for supporting and maintaining the organisation's information security standards. This includes:
