Product Manager, Business Intelligence

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences. We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth. At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker. Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others. Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures. Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward. Talkdesker: YOU Are you driven by data and passionate about transforming contact-center operations through AI, LLMs, and speech analytics? As our Product Manager for BI & Analytics at Talkdesk, you'll own the roadmap for reporting, data modeling, conversational insights, and self-service analytics. You'll partner with customers, data engineers, UX designers, and sales to build pipelines and visualization tools that turn raw contact-center and speech data into strategic decision support. Duties and Responsibilities: Gather and analyze requirements: run workshops, user interviews, and call-transcript deep dives to uncover reporting gaps, voice-analytics use cases, and LLM-powered insights Own the analytics lifecycle: translate needs into data models, ETL processes, metrics definitions, wireframes, and user stories for both structured and unstructured data Collaborate across teams: work with data engineering on ingestion and transformation (including speech-to-text pipelines), with ML engineers on LLM integration, with UX on dashboard usability, and with product marketing on AI value messaging Prioritize the roadmap: balance quick wins (new speech-analytics filters or LLM-generated summaries) with long-term investments (predictive analytics, anomaly detection, conversational AI) Validate solutions: define acceptance criteria, run beta programs, gather feedback, and iterate until dashboards, voice-analytics modules, and LLM outputs meet customer needs Enable go-to-market success: train sales and customer-success teams on new AI, LLM, and speech-analytics features; author collateral, how-to guides, and best-practice playbooks Develop and maintain strong relationships with customers and closely monitor the market to gain a deep understanding of user needs and the competitive landscape. Monitor performance: track adoption, usage, data quality, model accuracy, and ROI metrics; use insights to inform enhancements and drive customer value Qualifications: Bachelor's degree in Business Intelligence, Data Science, Analytics, Computer Science, or related field 2+ years as a product manager or BI lead, with hands-on experience building analytics platforms or reporting solutions Strong background in data modeling, ETL tools, SQL, and BI/visualization platforms (Tableau, Power BI, Looker) Proven knowledge of AI/ML concepts, LLM frameworks (e.g., OpenAI, Hugging Face), and speech-analytics technologies (e.g., speech-to-text APIs, call-transcript analysis) Familiarity with cloud data warehouses and platforms (Snowflake, Redshift, BigQuery) and API integrations Excellent analytical skills – able to translate complex data, voice transcripts, and LLM outputs into clear insights and product requirements Strong communication and stakeholder management: comfortable running customer workshops and presenting to senior leaders Agile mindset – thrives in a fast-paced, iterative environment and can pivot priorities based on data signals and customer feedback Detail-oriented, proactive, and able to collaborate across engineering, design, sales, and marketing teams  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.