Director, Product Management (Contact Center Solutions) - Remote (25-47)

Senior Leader For Contact Center Solutions

Spok is seeking an experienced senior leader to drive the transformation of our contact center solutions for the hospital and health system market. You will help shape platform transformation and innovative experiences across our healthcare software and services portfolio. This role is part of the Product Strategy / Management team and will partner closely with fellow Product Managers, Engineering, and Customers to drive strategic and tactical product initiatives for both existing products and new product development. You will also interact with senior leaders both inside Spok but also with customers and industry leaders as you advance the Spok Care Connect Suite. The role will interact deeply with sales, marketing, services, and support teams to proactively understand market and solution requirements, design, delivery, and support improvements across the portfolio and hand-in-hand with cross-functional teams.

The ideal candidate is a hands-on product self-starter who thrives in cross-functional environments, can move fluidly between strategy and execution, and understands the complexities of healthcare and hospital workflows. Experience in contact center operations, IT, telecom workflows, and digital communication channels and devices is a strong plus. Must have strong initiative and project planning and management skills to advance product and solution topics is needed. This is a foundational role and requires a motivated and thoughtful individual who can balance enterprise product growth goals while simultaneously driving transformation toward next generation solutions. Must combine hands-on solutioning with strategic mindset.

Essential Duties and Responsibilities

Product leadership, strategy, and execution

Define and drive the overall product strategy and vision, ensuring alignment with company goals and market opportunities for operator contact center, telephony, reporting, compliance, and critical communication workflows in healthcare settings.

Own the short-term release deliverables and multi-year product roadmap, balancing innovation with scalability and operational needs.

Translate business objectives into product initiatives with measurable outcomes.

Lead end-to-end requirements and solution definition process, from discovery and research through solution design, build, early adopters, delivery to full market launch and post-launch surveillance.

Must drive and own requirements gathering, documentation, feature writing, GTM strategy, pricing, planning, and execution across cross-functional inputs.

Lead with market and voice-of-customer solution mindset, and participate in customer-facing collaboration as a means to drive NPS but also inform strategic roadmap.

Collaboration & Cross-Functional Work

Work closely with Product leadership, Product Managers and Product Owners to define product requirements, prioritize features, and align product feature, product build / test, and delivery goals.

Partner with Engineering and Quality teams to ensure technical feasibility and high-quality implementation.

Partner with Sales, Marketing, Customer Success, Professional Services, and Support to bring products to market successfully and drive voice of customer activities.

Collaborate with C-suite leaders on Release and Roadmap initiatives, including product-related requirements, communication, and expectation setting.

Drive alignment between product, go-to-market, and customer-facing teams.

Innovation & Product Evolution

Lead market research, competitive analysis, and customer engagement to identify opportunities, pain points, and validate direction.

Translate customer insights into actionable requirements for new and existing product initiatives.

Stay ahead of industry trends, regulatory shifts, and technology advancements to anticipate needs.

Support the ideation and development of new products, ensuring they meet user needs from day one.

Required Education, Skills, and Experience

Bachelor degree

5-7 years of data-driven product management experience

Self-starter with ability to drive clarity and action toward decisions and program advancement with focus on details to effect action and enforce process methodologies e.g. SAFe / Agile.

Proven track record with successful product management in complex product environments.

Experience in legacy product transformation toward next generation solutions delivered in Hybrid (cloud and on-premise), with RESTful APIs, modern interface tactics and embedded capabilities including conversational and agentic AI components.

Proven experience in business case and value proposition modeling from licensing and pricing strategy to operational deployment cost-modeling to build complete financial viewpoint.

Excellent communication, both written and verbal, and session facilitation, and presentation skills.

Experience collaborating with cross-disciplinary teams (product, engineering, customer success).

Ability to travel 20% for company events, client, and industry events.

Preferred

Healthcare or hospital workflow experience, with an understanding of clinical, administrative, operational, and IT systems including EMR / EHR, HL7 / FHIR, ERP / HR and workforce planning.

Familiarity with contact center operations, including agent workflows, telephony systems, and customer engagement platforms.

Exposure or working experience to application of artificial intelligence capabilities to advance platform capabilities including voice / conversational AI, agentic AI methods, and / or ML and LLMs.

Experience with IT and telecom workflows in enterprise or healthcare environments including but not limited to PBX / UCaaS / CCaaS solutions.

Knowledge of accessibility and regulatory compliance for healthcare software and other related guidelines (e.g., HIPAA, NIST).