Product Owner - Communications Channels & AI

<p><strong>Role: </strong>Product Owner – Communication Channels &amp; AI</p> <p><strong>Location: </strong>Manchester</p> <p><strong>Hours:</strong> Monday-Friday 8:45am-5:15pm</p> <p><strong>Package: </strong>£80k OTE<strong>&nbsp;</strong></p> <p>As Product Owner - Technical Products, your role is to own and continuously improve PHMG's Technical product portfolio, ensuring Cloud Telephony, AI Receptionist and CCE deliver measurable client value, operational&nbsp;quality&nbsp;and long-term commercial growth.&nbsp;</p> <p>You are accountable for translating client needs, technology capability, partner opportunities and commercial priorities into scalable products and service models that strengthen adoption,&nbsp;retention&nbsp;and PHMG's competitive position.&nbsp;</p> <p>Through H2 2026, you will lead the evolution of the technical product portfolio by bringing together product performance, platform capability, roadmap execution, client outcomes, commercial discipline, operational readiness and cross-functional alignment into one coherent product improvement agenda.&nbsp;</p> <p><strong>Key Objectives</strong><strong>&nbsp;</strong></p> <p><strong>Core Accountability</strong><strong>&nbsp;</strong></p> <ul> <li>Own the strategy, design and ongoing performance of Cloud Telephony, AI&nbsp;Receptionist&nbsp;and CCE.</li> <li>Set a clear,&nbsp;prioritised&nbsp;roadmap that balances client value, technical feasibility, commercial return, operational&nbsp;capacity&nbsp;and partner dependency.</li> <li>Ensure Technical products are positioned, sold,&nbsp;onboarded,&nbsp;serviced&nbsp;and renewed in a way that delivers measurable value for clients.</li> <li>Define the product standards, service&nbsp;models&nbsp;and client journeys that CS and Technical Production can execute consistently.</li> <li>Bring clarity to build,&nbsp;buy&nbsp;and partner decisions so product direction is deliberate, commercially&nbsp;disciplined&nbsp;and scalable.</li> </ul> <p><strong>&nbsp;</strong></p> <p><strong>Technical Product Strategy &amp; Roadmap</strong><strong>&nbsp;</strong></p> <ul> <li>Define the long-term direction for Cloud Telephony, AI Receptionist and CCE, including the sequence of capability,&nbsp;integrations&nbsp;and service-model changes.</li> <li>Prioritise&nbsp;AI Receptionist growth across both horizontal capability and the vertical use cases where PHMG has the strongest right to win.</li> <li>Create a clear approach for CCE in the existing base, reducing&nbsp;under-utilisation&nbsp;and turning technical&nbsp;review, onboarding and value evidence into retention levers.</li> <li>Partner with the Creative Product&nbsp;Owner&nbsp;so the full product set feels coherent to clients and to the teams selling and servicing it.</li> </ul> <p><strong>Client Experience, Adoption &amp; Value Evidence</strong><strong>&nbsp;</strong></p> <ul> <li>Define the client experience for&nbsp;Technical&nbsp;products across onboarding, configuration, in-life usage,&nbsp;renewal&nbsp;and offboarding.</li> <li>Clarify how&nbsp;clients&nbsp;access, configure and understand product value through the portal, including call flows, AI Receptionist&nbsp;behaviour, CCE setup and usage analytics.</li> <li>Ensure CS has the standards, data and language needed to&nbsp;evidence&nbsp;value, drive&nbsp;adoption&nbsp;and manage client expectations confidently.</li> <li>Identify&nbsp;where clients slow, stall or disengage, and build product or service-model interventions that protect retention.</li> </ul> <p><strong>Commercial Performance &amp; Partner Discipline</strong><strong>&nbsp;</strong></p> <ul> <li>Own the commercial logic of the&nbsp;Technical&nbsp;portfolio, including pricing, CAC, cost-to-serve, gross margin, revenue&nbsp;performance&nbsp;and investment cases.</li> <li>Operationalise&nbsp;the&nbsp;GoTo&nbsp;resell model with clear pricing, service,&nbsp;process&nbsp;and margin controls while protecting the partner relationship.</li> <li>Use data to assess where&nbsp;Technical&nbsp;products create incremental value, where they&nbsp;cannibalise&nbsp;existing activity and where the model needs to change.</li> <li>Make active trade-offs between speed, quality, margin, client&nbsp;experience&nbsp;and platform investment.</li> </ul> <p><strong>Operational Delivery &amp; Launch Readiness</strong><strong>&nbsp;</strong></p> <ul> <li>Work with Technical Production and Tech to define standards, SLAs, runbooks and support models for each product and release.</li> <li>Ensure new capabilities do not go live until operational&nbsp;readiness,&nbsp;client communications, CS&nbsp;briefings&nbsp;and support routes are clear.</li> <li>Create tight governance for launch decisions, technical dependencies, client escalations, recurring provisioning&nbsp;issues&nbsp;and partner constraints.</li> <li>Keep accountability clear between Product,&nbsp;Tech&nbsp;and Product&nbsp;Operations&nbsp;so issues are solved at the right level rather than absorbed by CS.</li> </ul> <p><strong>Insight, Reporting &amp; Continuous Improvement</strong><strong>&nbsp;</strong></p> <ul> <li>Maintain a reliable view of product performance across adoption, usage, NPS, retention, revenue, margin, service&nbsp;issues&nbsp;and operational friction.</li> <li>Build structured feedback loops with CS, Client Insights, Sales,&nbsp;Tech&nbsp;and Technical Production to&nbsp;identify&nbsp;product problems worth solving.</li> <li>Turn recurring client or operational issues into permanent product, process,&nbsp;reporting&nbsp;or service-model improvements.</li> <li>Use performance data to make early decisions before product issues become retention,&nbsp;margin&nbsp;or client-experience risks.</li> </ul> <p>&nbsp;</p> <p><strong>About PHMG:</strong></p> <p>Established in 1998, PHMG has grown from a Manchester-founded creative business into the world's leading audio branding agency. Today, we partner with almost 40,000 clients across more than 50 countries, including global brands such as Coca-Cola, Samsung, Adidas and Audi, alongside ambitious SMEs in virtually every sector. Innovation fuels everything we do. From day one, we set out to redefine audio branding by harmonising creativity, technology and measurable results. That mindset continues to shape our evolution as we expand beyond sound into a broader suite of client communication services. In 2025, PHMG entered a defining new chapter as an employee-owned business. Ownership now sits with the people who power our creativity, performance and growth. It strengthens our independence, sharpens our long-term focus and ensures success is shared. We are proud recipients of the King's Award for Enterprise, recognised for innovation, growth and performance excellence. Today, more than 800 colleagues across six global offices collaborate to deliver work that blends artistry with commercial impact. Joining PHMG means becoming part of a people-powered, future-focused company that values creativity, champions diversity and invests in professional growth. Sound good?</p> <p>&nbsp;</p> <p><strong>&nbsp;</strong></p> <p>INDUKSO</p> <p>#LI-DH1</p> <p>&nbsp;</p> <p>&nbsp;</p><p>Find more <a href="https://www.arbeitnow.co.uk/english-speaking-jobs">English Speaking Jobs in United Kingdom</a> on Arbeitnow</a>