Talkdesk

• G&A Planning and business partnership (HR/IT/Legal/Finance) • Lead consolidation (deliverable setting and tracking) and base line reporting partnering (including decks) with GTM and P&E FP&A leads • Initially Support System Admin (Adaptive) and ensuring data and process flows work properly for G&A and peers on other functions -Expenses and HC. Near term explore how to extract intelligence out of SFDC, NS and other sources, organize, centralize and disseminate across FP&A and related partners with aid of tools like SnowFlake/PowerBI and/or others (including AI tools) • Centralized and Manage Business and Data KPIs that support BOD and external requirements • Partner with Collections and AP teams to forecast near term Cash/BS and manage BS/CF long term modeling.

Role Description This role will be responsible for partnering cross-functionally within a fast-moving technology company and its senior management to build annual budgets, manage forecasts, and provide decision support through financial analyses to ensure optimal returns on strategic investments. This is a key position providing guidance on financial and operational matters across the entire organization. - Support the annual budget, quarterly forecast and long-term strategic planning processes - Design and refine detailed financial models that forecast and analyze functional costs in order to fully understand sources of variance and, ultimately, improve forecast accuracy - Conduct in-quarter puts & takes review sessions – ensure that the organization can flex and react to short-term budget surpluses/deficits, including developing and maintaining KPIs for all aspects of the organization - Prepare monthly and quarterly management reporting - analyze financial results, distill/synthesize key trends, assess current and future business risk, and communicate key messages to senior management - Build and maintain relationships with cross-functional teams to synthesize and integrate updates relating to variances in actual procurement activity relative to budget forecasts - Support executive management by providing timely ad hoc reporting on critical issues - Become embedded with business partners across the company, establishing trust, building relationships and gaining a deep understanding of relevant drivers Qualifications - 5+ years of relevant finance experience preferred, SaaS experience strongly preferred - Adaptive insights model building experience - Strong financial and operational planning skills - Ability to influence at all levels of an organization with an emphasis on partnering with the various business leaders - Excellent communication skills (written and verbal) with experience developing and delivering presentations - Expertise in building Excel-based financial models, with an emphasis on aggregating and analyzing data to provide actionable insights - Ability to multitask effectively, working in team environments or independently - Four year university degree in finance, economics or accounting required, MBA a plus - Experience with financial systems- NetSuite, Zuora, Salesforce, etc. is a plus Requirements - Pay Range (Base Pay): $130,000-150,000 - Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission. Benefits - Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP). - Retirement Benefits: 401(k) plan - Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs. - Paid Holidays: Talkdesk offers 14 paid holidays each year. - Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs. - Method of Application: Apply online. - Application Window: The application window is expected to close at least 5 days from the posting date. The application was posted on 04/29/2026 - Benefits and perks listed above may vary based on the nature of your employment with Talkdesk. - All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com. Company Description 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!

Role Description 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: Navigate ambiguity with confidence, operate with urgency, and bring clarity to environments where requirements are incomplete and tradeoffs are constant. - Results-oriented: Simplify complex problems, make tough decisions, and hold yourself and your team accountable to outcomes. - Data-fluent: Use data to drive platform investment decisions, define adoption and reliability metrics, and identify gaps before they become incidents. - A platform thinker: Understand that platform decisions have long tails and protect architectural integrity without becoming a blocker. - A people leader: Invest in your team and create clarity of purpose while holding a high bar for craft and execution. - Forward thinking: Co-own a multi-year platform strategy balancing macro vision with micro precision. - A domain expert: Understand SaaS platform architecture, identity and access management, and operational surfaces that enterprise customers depend on. In this role, you will: - Own the product vision, strategy, and roadmap for the Workspace Platform. - Define platform standards, extensibility models, and architectural constraints. - Partner with Engineering, Design, and GTM teams to ensure platform capabilities are delivered on time and aligned to business objectives. - Lead discovery and prioritisation in complex environments. - Engage with customers and internal stakeholders to understand operational needs. - Define and track success metrics across platform adoption, reliability, security posture, and operational efficiency. - Manage the product lifecycle across a portfolio of platform capabilities. - Build, lead, and mentor a team of product managers. - Represent the Workspace Platform in executive-level strategic planning. - Serve as the primary advocate for platform thinking across the organisation. Qualifications - 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. - 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. Requirements - 8+ years of product management experience in an enterprise SaaS environment. - Demonstrated experience leading and growing product teams. - Deep understanding of identity, authentication, and access management systems. - Experience with billing, provisioning, or monetisation platforms. - Background in building products for operators, admins, or internal users. - 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. - Experience working in agile environments. - Familiarity with UI and UX frameworks and design systems is a plus. Benefits - Empowerment to drive meaningful impact. - Inclusive culture where diverse perspectives drive success. - Recognition as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS). - Multiple AI Breakthrough awards.

• Partner with Solutions Engineers and Account Executives to support customer discovery, product demonstrations, and technical sales activities. • Learn how to understand customer business challenges, contact center operations, technical environments, and transformation goals. • Assist in preparing and delivering product demonstrations that show how Talkdesk can solve customer problems, improve customer experience, and drive measurable business outcomes. • Support the creation of customer demos, customer-specific use cases, presentations, follow-up materials, and technical documentation. • Help document customer requirements, business objectives, technical considerations, integration needs, risks, and next steps throughout the sales cycle. • Develop foundational knowledge of Talkdesk solutions including Talkdesk’s AI Platform, cloud contact center technology, customer service workflows, reporting, integrations, workforce engagement, and automation. • Collaborate with Solutions Engineering, AI Solutions Engineering, Value Advisory, Enterprise Architecture, Partner Engineering, Proposal Management, Demo Engineering, Product, Sales, and Customer Success to support high-quality customer engagements. • Participate in customer meetings, discovery sessions, demos, AI workshops, internal deal reviews, enablement sessions, and team learning activities. • Build confidence in explaining technical concepts in a clear, simple, and business-oriented way. • Support competitive positioning by learning how to differentiate Talkdesk solutions in the market. • Contribute to internal enablement, demo assets, reusable content, knowledge sharing, and team best practices. • Develop an understanding of how AI, automation, and enterprise integrations can transform customer and employee experiences. • Continuously develop technical, presentation, consulting, business acumen, and customer-facing skills through training, mentorship, certifications, and hands-on experience. • Travel to customer meetings, internal events, and team sessions as needed.

• Serve as the primary technical point of contact for assigned accounts. • Support onboarding, product training, and enablement to ensure seamless deployment and product usage. • Translate business needs into technical solutions; drive use case road map and guide feature utilization. • Demonstrate product features and capabilities within the platform • Partner with customer to strategize on adoption and innovation roadmap • Collaborate with Professional Services, Product, Support, and Engineering teams to resolve issues and surface enhancements. • Understand and disseminate technical best practices to customers • Build and maintain strong relationships with key executive and operational stakeholders. • Facilitate business reviews to track ROI, performance against KPIs, and alignment with strategic goals. • Drive customer health and retention by identifying risks and delivering proactive success plans. • Partner with customers to develop change management strategies for successful adoption. • Manage customer risks and escalations • Analyze product usage data and customer insights to identify opportunities for greater impact. • Develop and share case studies highlighting customer success and measurable outcomes. • Partner closely with Account Executives, Sales Engineers, and Support to deliver a unified customer experience. • Provide feedback to product and engineering teams based on customer input and usage patterns. • Support renewal and expansion efforts by aligning product value with customer goals.

• Act as the commercial advisor for enterprise sales, managing complex deal structuring, pricing methodologies, and compliance for non-standard terms. • Facilitate cross-departmental deal evaluations with Legal, Finance, and Executive teams. • Develop and update pricing models and discount policies. • Collaborate with Revenue Operations to improve sales velocity and win rates. • Evaluate market intelligence and internal pricing trends. • Provide support on day to day use of CPQ tools and approval workflows. • Enforce global commercial policies and escalation protocols.

• Drive experience surveys for the full employee lifecycle • Lead the intake, prioritization, and delivery of analytics across People and business stakeholders • Ensure insights are timely, accurate, and aligned to business priorities • Translate complex data into clear narratives for executive audiences • Maintain predictive models (attrition risk, hiring forecasts, retention drivers) that inform talent strategy and workforce planning. • Act as the primary partner to PBPs, Finance, and functional leaders for people insights • Shape business questions into structured analyses and recommendations • Support executive reporting and workforce planning discussions • Establish standards for metrics, definitions, and reporting across People Analytics • Ensure consistent use of data across dashboards, reports, and presentations • Reduce ad hoc and duplicate reporting through structured solutions • Partner with systems and data teams to improve dashboard usability and adoption • Increase stakeholder ability to access and interpret people data independently • Shift the team from reactive reporting to proactive insights • Identify and implement automation opportunities (scheduled reports, data workflows, dashboard refreshes) to improve team efficiency and reduce operational overhead. • Help define and track key people metrics (attrition, hiring, performance, etc.) • Identify trends and drivers that impact business outcomes • Contribute to building a more data-driven and performance-oriented People function

• Partner with Product Managers to strengthen pricing and packaging recommendations for new and existing products through pricing expertise, analytical support, and structured challenge. • Identify gaps, inconsistencies, or risks in pricing proposals and help refine thinking through structured feedback. • Provide targeted research and analytical support to strengthen proposal builds as needed. • Support PMs in navigating cross-functional operationalization requirements for pricing changes. • Prepare PMs to present proposals to the Pricing Committee. • Coordinate Pricing Committee activities — including scheduling, documenting decisions, and communicating approved changes across the organization. • Maintain pricing documentation as the source of truth and proactively cascade changes to impacted teams and systems. • Support development and maintenance of pricing analytics and dashboards.

• Lead scoping and discovery sessions with sales and client teams to gain a deep understanding of business requirements • Engage with clients to architect solutions that best meet needs including offering best practice recommendations, on-the-fly solution suggestions, and relevant lines of questioning that may not have been prepared in advance of the conversation • Create accurate Statements of Work and proposed solutions that encompass all requirements, deliverables, schedules, tasks, and pricing • Partner closely with Talkdesk’s product, implementation and sales teams to identify issues, close gaps, and continuously improve SOWs and the SOW process • Gain a deep level of product knowledge and partner closely with product and engineering teams to identify product gaps and place new features & products on the roadmap • Partner with sales, product, and engineering to help prioritize products and features based on client needs • Effectively translate client requirements and program characteristics to internal stakeholders. Ensure the client’s goals align with Talkdesk’s product offering and implementation methodology. • Help build out department methodology and tools to improve quality and efficiency • Leverage strong technical acumen to identify process improvements and technical solutions

• Working closely with internal stakeholders to ensure our employment practices are proper and well-understood within the company and to ensure compliance with regional legal requirements. • Drafting and maintaining numerous employment related policies that are required for global operations, including ethics, anti-corruption, anti-harassment and others. • Supporting the human resources team through operational guidance and process training. • Staying informed on employment and labor law issues affecting Talkdesk in our geographies. • Balancing competing priorities of various constituencies.