Spok, Inc
Director, Product Management (Contact Center Solutions) - Remote (25-47)
Spok, Inc, Hopkins, Minnesota, United States, 55305
Location:
Central or East Coast
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 inside Spok and 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.
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.
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 to drive NPS and inform strategic roadmap.
Work closely with Product leadership, Product Managers, and Product Owners to define product requirements, prioritize features, and align 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.
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 and enforcing process methodologies such as 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 a complete financial viewpoint
Excellent communication, both written and verbal, 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 PBX/UCaaS/CCaaS solutions
Knowledge of accessibility and regulatory compliance for healthcare software and related guidelines (HIPAA, NIST)
Pay and Benefits There are a host of factors that can influence final salary for a position at Spok, including, but not limited to, geographic location, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at Spok that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At Spok, you will receive comprehensive benefits such as three robust health, pharmacy, vision and dental care plans including a health savings account option, wellness, financial wellness, retirement, family support, continuing education, and time off benefits.
Equal Opportunity At Spok, Inc., we provide equal opportunity to all employees and qualified applicants without regard to race, color, creed, religion, national origin, gender, sexual orientation, age, gender identity, genetic information, pregnancy, disability, protected veteran status, or any other protected status or characteristic. Should you have a disability and need assistance or accommodation in the application process, contact Human Resources at 1-800-852-8935.
#J-18808-Ljbffr
Central or East Coast
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 inside Spok and 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.
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.
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 to drive NPS and inform strategic roadmap.
Work closely with Product leadership, Product Managers, and Product Owners to define product requirements, prioritize features, and align 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.
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 and enforcing process methodologies such as 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 a complete financial viewpoint
Excellent communication, both written and verbal, 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 PBX/UCaaS/CCaaS solutions
Knowledge of accessibility and regulatory compliance for healthcare software and related guidelines (HIPAA, NIST)
Pay and Benefits There are a host of factors that can influence final salary for a position at Spok, including, but not limited to, geographic location, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at Spok that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At Spok, you will receive comprehensive benefits such as three robust health, pharmacy, vision and dental care plans including a health savings account option, wellness, financial wellness, retirement, family support, continuing education, and time off benefits.
Equal Opportunity At Spok, Inc., we provide equal opportunity to all employees and qualified applicants without regard to race, color, creed, religion, national origin, gender, sexual orientation, age, gender identity, genetic information, pregnancy, disability, protected veteran status, or any other protected status or characteristic. Should you have a disability and need assistance or accommodation in the application process, contact Human Resources at 1-800-852-8935.
#J-18808-Ljbffr