Principal Product Manager

Job description

ABOUT HIYA At Hiya, we’re making business calls more trusted, useful, and effective. Voice remains one of the most important ways businesses communicate with their customers, but the value of a call depends on trust. When customers do not recognize who is calling or why, important conversations are missed, customer relationships suffer, and business outcomes are harder to achieve. Hiya helps businesses create trusted calling experiences that benefit both sides of the conversation: enterprises can reach customers with confidence, and customers can answer with confidence. Our products support branded business calling, trusted caller identity, call performance insights, customer engagement, and voice security capabilities that help businesses strengthen relationships and improve outcomes. This role sits in a core business area for Hiya and is focused on helping SMB and enterprise customers succeed. ABOUT THE ROLE We’re looking for a Product Manager to help grow and improve Hiya’s enterprise products for trusted business calling. This role may span customer activation, product adoption, branded calling experiences, trusted business calls, analytics, reporting, customer workflows, platform capabilities, and other product areas that help businesses get measurable value from Hiya. The ideal candidate is commercially minded, customer-obsessed, analytically strong, and comfortable working across product, engineering, sales, customer success, operations, marketing, business development, and external partners. You should be able to understand customer needs deeply, create structure in ambiguous areas, evaluate product and business tradeoffs, and drive work across boundaries to achieve outcomes. We expect the person in this role to use AI tools to work faster and smarter, bring a builder mindset when useful, and stay focused on shipping products that create customer and business impact. WHAT YOU'LL DO - Build a deep understanding of how SMB and enterprise customers use voice to reach their customers, including their business goals, calling workflows, operational constraints, technical environments, and success metrics. - Identify and prioritize product opportunities that improve customer activation, adoption, retention, expansion, engagement, trust, and measurable business outcomes. - Lead product initiatives from discovery through launch and iteration, including problem definition, requirements, prioritization, rollout, measurement, and improvement. - Partner closely with engineering teams, engineering managers, design, data, sales, customer success, operations, marketing, and business development to ship high-quality products. - Translate complex customer, technical, and ecosystem topics into clear product strategy, product briefs, requirements, tradeoff analyses, and executive-ready materials. - Use customer feedback, product usage data, sales and customer success signals, and market insights to identify improvement opportunities. - Contribute to product positioning, launch readiness, sales enablement, and go-to-market planning for new capabilities. - Use AI tools to accelerate customer research, synthesis, analysis, prototyping, documentation, experimentation, and product decision-making. - Go around corners and beyond functional boundaries when needed to understand the real problem, unblock progress, and own the business outcome. WHAT WE ARE LOOKING FOR - Product management experience, or equivalent experience building and scaling customer-facing technology products. - Experience with enterprise SaaS, SMB products, B2B platforms, business calling platforms, communications technology, customer engagement, growth, analytics, or similarly complex product areas. - Strong customer discovery skills and the ability to connect customer needs to product direction and business outcomes. - Commercial judgment, including the ability to evaluate tradeoffs across customer value, revenue impact, technical feasibility, operational complexity, and speed to market. - Strong analytical skills, including the ability to define success metrics, interpret product and business data, and communicate insights clearly. - Ability to work effectively with engineering teams and engineering managers to define scope, sequence work, make tradeoffs, and ship products. - Strong written and verbal communication skills, especially the ability to explain complex topics clearly to mixed technical and business audiences. - High agency, strong ownership, comfort with ambiguity, and willingness to work across boundaries to deliver outcomes. - Comfort using AI tools to improve the speed and quality of product work. YOU’LL LIKELY STAND OUT IF YOU HAVE - Experience with enterprise SaaS growth, customer success, customer onboarding, retention, expansion, or monetization. - Experience with products used by sales, marketing, contact center, support, operations, or customer engagement teams. - Experience in telecom, communications, business calling platforms, voice products, contact center technology, or growth products. - Familiarity with the telephony ecosystem, business calling workflows, phone number management, call routing, carrier/OEM dynamics, or communication APIs. - Startup, founder, or entrepreneurial experience where you had to create structure, make tradeoffs, and deliver business results with limited support. HOW WE WORK Hiya is not a passive environment. We expect people to take ownership, form opinions, and engage directly with hard problems. We work with a high degree of transparency and autonomy. Context is shared openly, and decisions are discussed, challenged, and then made. Once a call is made, we commit and move forward. You'll be expected to work through ambiguity, weigh tradeoffs, and take responsibility for results, while keeping a high bar for quality and customer trust. Every team member at Hiya is expected to live our core values: - Serve, our customers and partners by holding a high bar for trust and quality - Own, share in success and open up to failures - Lead, listen, show up with a point of view but commit entirely once a decision has been made - Improve, even if it means changing course or contradicting ourselves - Do, rather than observe OUR INTERVIEW PROCESS Process Overview Our standard interview process follows this sequence: - Initial Screen: We confirm baseline alignment, role interest, relevant experience, and logistics. - Hiring Manager (HM) Screen: We evaluate role fit, expectations, and execution readiness. - Live Working Assignment: You'll complete a live, role-relevant assignment designed to reflect the kind of work you would do at Hiya. The assignment focuses on how you think, prioritize, and explain your approach. You'll review your work and discuss your reasoning with the interview panel. - Assignment-Based Interview Loop: Interviewers will explore how you think through the work, ask questions, respond to feedback, and adapt your approach. Each interviewer focuses on specific competencies and how you make decisions, navigate tradeoffs, and collaborate in real time. - Future Hiya Value Interview: An independent conversation focused on your long-term potential, judgment under ambiguity, and ability to create sustained value as scope and complexity increase. HOW WE INVEST IN YOU Compensation & Ownership - Base Salary: $181,000- $218,000 - Compensation is determined by role scope, skills, experience, location, and market data. - Equity Compensation: ownership aligned with your impact and the company's growth Benefits & Support - Employer-sponsored Insurance - Medical, dental, and vision (PPO & HDHP); 50% dependent coverage - Health, flexible spending, and dependent care accounts - Life, AD&D, and accident coverage, with company-paid life and long-term disability - 401(k) with 3% company match (via Fidelity) - Flexible vacation policy and paid company holidays - Paid parental leave - Work-from-home equipment stipend - $1,000 annually to invest in your learning and growth - $1,000/year in charitable donation matching - Team lunch 2x per week COME WORK WITH US! We're building a team with diverse perspectives, identities, and professional experiences. We evaluate candidates through a business lens and believe that diversity and unique viewpoints make our company stronger, more dynamic, and a great place to build a career. We've been recognized by Built In, GeekWire, Comparably, G2, Forbes, and Deloitte Technology Fast 500 for our culture, innovation, leadership, compensation, and more. At Hiya, we're a people-centric company focused on helping each employee grow both personally and professionally. We create a culture of support and empowerment that challenges the status quo, resulting in an energized team that's passionate about their work. You'll love working here if you're looking for an innovative challenge that's disrupting an industry. Come join us!