Product Owner - Communications Channels & AI

Key details

• Own the strategy, design and ongoing performance of Cloud Telephony, AI Receptionist and CCE
• Set a clear, prioritised roadmap that balances client value, technical feasibility, commercial return, operational capacity and partner dependency
• Ensure Technical products are positioned, sold, onboarded, serviced and renewed in a way that delivers measurable value for clients
• Define the product standards, service models and client journeys that CS and Technical Production can execute consistently
• Bring clarity to build, buy and partner decisions so product direction is deliberate, commercially disciplined and scalable
• Define the long-term direction for Cloud Telephony, AI Receptionist and CCE, including the sequence of capability, integrations and service-model changes
• Prioritise AI Receptionist growth across both horizontal capability and the vertical use cases where PHMG has the strongest right to win
• Create a clear approach for CCE in the existing base, reducing under-utilisation and turning technical review, onboarding and value evidence into retention levers
• Partner with the Creative Product Owner so the full product set feels coherent to clients and to the teams selling and servicing it
• Define the client experience for Technical products across onboarding, configuration, in-life usage, renewal and offboarding
• Clarify how clients access, configure and understand product value through the portal, including call flows, AI Receptionist behaviour, CCE setup and usage analytics
• Ensure CS has the standards, data and language needed to evidence value, drive adoption and manage client expectations confidently
• Identify where clients slow, stall or disengage, and build product or service-model interventions that protect retention
• Own the commercial logic of the Technical portfolio, including pricing, CAC, cost-to-serve, gross margin, revenue performance and investment cases
• Operationalise the GoTo resell model with clear pricing, service, process and margin controls while protecting the partner relationship
• Use data to assess where Technical products create incremental value, where they cannibalise existing activity and where the model needs to change
• Make active trade-offs between speed, quality, margin, client experience and platform investment
• Work with Technical Production and Tech to define standard launch readiness
• Company mission
• Information not specified