Director of Product Management — Talkdesk Applications Platform

We are looking for a strategic, platform-minded leader to own the Applications Platform product area at Talkdesk, a market-leading, cloud-native Customer Experience platform. This is the foundational layer where all Talkdesk products live — the framework that ties together authentication, access management, billing, provisioning, fraud and abuse detection, support infrastructure, and user management into a cohesive ecosystem.

This role is for a Director of Product Management who thinks in platforms, not features. You will define the vision and architectural direction for a horizontal product surface that other teams depend on, and you will work cross-functionally with Engineering, Design, GTM, and Executive leadership to ensure the platform scales with the business and enables Talkdesk to grow, evolve, and lead the market.

Our environment moves fast and requires a Director who thrives in complexity, drives clarity across competing priorities, and builds the organisational muscle to deliver consistently at platform scale.

You will be successful if you are:

Adaptable: You navigate ambiguity with confidence, operate with urgency, and bring clarity to environments where requirements are incomplete and tradeoffs are constant. You inspire your team to move forward even when the path is not fully defined.

Results-oriented: You simplify complex problems, make tough decisions, and hold yourself and your team accountable to outcomes. You are biased for action and know how to keep a platform team focused amid pressure from many directions.

Data-fluent: You use data to drive platform investment decisions, define adoption and reliability metrics, and identify gaps before they become incidents. You can make the right call with incomplete information and continuously optimise for learning.

A platform thinker: You understand that platform decisions have long tails. You reason about extensibility, API contracts, and downstream impact before committing to a direction. You protect architectural integrity without becoming a blocker, and you know how to say no in a way that builds trust rather than friction.

A people leader: You invest in your team. You build product managers who are sharper, more autonomous, and more impactful because of your leadership. You create clarity of purpose and hold a high bar for craft and execution.

Forward thinking: You are the co-owner of a multi-year platform strategy. You balance the macro vision — where the platform needs to be in three years — with the micro precision of what ships next quarter and why. You build the frameworks and logic that make the roadmap legible and defensible to any audience.

A domain expert: You understand SaaS platform architecture, identity and access management, billing and monetisation systems, and the operational surfaces that enterprise customers depend on day to day. You bring this knowledge into product decisions, customer conversations, and executive discussions with equal confidence.

In this role, you will:

Own the product vision, strategy, and roadmap for the Workspace Platform, covering authentication and access management, billing and provisioning, fraud and abuse detection, administrative and support surfaces, user and team management, and the core application framework that hosts the full Talkdesk product suite.
Define platform standards, extensibility models, and architectural constraints that enable other product teams to build reliably on top of the platform.
Partner with Engineering, Design, and GTM teams to ensure platform capabilities are delivered on time, at quality, and aligned to business objectives.
Lead discovery and prioritisation in complex, ambiguous environments, making decisions with broad downstream impact across multiple dependent product lines.
Engage with customers, prospects, and internal stakeholders to understand operational needs and translate them into platform investments with clear business value.
Define and track success metrics across platform adoption, reliability, security posture, and operational efficiency.
Manage the product lifecycle across a portfolio of platform capabilities, from ideation through launch and ongoing iteration.
Build, lead, and mentor a team of product managers, providing direction, support, and growth opportunities.
Represent the Workspace Platform in executive-level strategic planning, ensuring the platform roadmap aligns with company-wide product and business objectives.
Serve as the primary advocate for platform thinking across the organisation, protecting long-term architectural integrity while remaining a collaborative and trusted partner to other product teams.

We are looking for:

High energy and genuine passion for platform product leadership.
Strong organisational and analytical skills, with excellent written and oral communication abilities.
A collaborative mindset and the ability to influence without authority across engineering, go-to-market, and executive audiences.
Professionalism, dedication, and the ability to operate effectively in a global, remote-first environment.
Bachelor's degree in Business, Engineering, Computer Science, or a related field.

Required Experience:

8+ years of product management experience, with a proven track record of owning and delivering complex, platform-level products in an enterprise SaaS environment.
Demonstrated experience leading and growing product teams, with a strong people leadership track record.
Deep understanding of identity, authentication, and access management systems and their product implications.
Experience with billing, provisioning, or monetisation platforms — including entitlements, seat management, and usage-based models.
Background in building products for operators, admins, or internal users, in addition to end customers.
Experience defining and owning platform standards, API design principles, or extensibility frameworks.
Strong analytical skills and comfort defining KPIs for platform products.
Demonstrated ability to drive cross-functional alignment and manage competing stakeholder priorities in complex organisations.
Experience working in agile environments and partnering closely with engineering, design, and architecture teams.
Familiarity with UI and UX frameworks and design systems is a plus.

Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.

Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.