Job Overview:

Tactacam is seeking a Business Unit Leader for Internal Tools & Customer Excellence Platforms to own the product organization responsible for every internal system our teams use to serve customers. In this role, you will define the strategy, roadmap, and delivery quality for a portfolio of platforms - the Customer Service Platform (including our internal agent console and Zendesk/CS tool integrations), ERP, Telco, IoT Core, and AI Platforms - and be accountable for translating that tooling into measurable customer excellence outcomes. You will lead a team of Product Owners, each running one platform area, and partner closely with Engineering, Operations, Customer Support, Product Leadership, and external technology partners to make internal tooling a competitive advantage rather than a cost center.

Today these platforms operate largely as independent systems. A core part of this role is developing the longer-term vision for how they come together - and building the case, the sequencing, and the partnerships to get there over time.

The ideal candidate is a senior product leader who thinks in systems, operates with product rigor, and treats internal users with the same seriousness as external customers. A Bachelor's degree in a related field is preferred but not required.

Responsibilities:

• Define and maintain a unified vision across the platform portfolio; prioritize investment across the Customer Service Platform, ERP, Telco, IoT Core, and AI based on business value, customer impact, and technical health.
• Own the multi-quarter roadmap for the BU and run it as an accountable unit with clear goals and outcome metrics.
• Develop the forward vision for how independent platforms evolve into a more integrated ecosystem, sequencing the work pragmatically over time.
• Own the product direction for the internal agent console and its integration with Zendesk and the broader CS tooling stack (ticketing, knowledge management, workforce management, QA, voice/chat, CRM data).
• Hire, coach, and develop the team of Product Owners who each run one platform domain; set the bar for discovery, prioritization, and delivery.
• Oversee third-party AI partnerships, including vendor selection, commercial terms, SLA and performance management, and build-vs-buy-vs-partner decisions.
• Partner with Engineering leadership and serve as the business partner to Customer Support, Operations, Finance, Network/Telco Ops, and AI platform consumers; resolve conflicting demands across stakeholders.
• Partner with the Director of Quality to embed quality standards, release discipline, and post-launch measurement into every platform team.
• Own incident learnings from a product perspective, including those tied to third-party AI partners and CS tool vendors.
• Represent the BU to the executive team with clarity and brevity - progress, risks, asks, and outcomes.

Requirements:

• Bachelor's degree in a related field (preferred but not required).
• 10+ years of product management experience, with 4+ years leading product leaders or a team of senior Product Owners.
• Demonstrated ownership of internal or B2B platforms at scale - ERP, CRM/CS tooling, telco/OSS-BSS, IoT, or enterprise AI platforms.
• Direct experience with customer service platforms such as Zendesk, Salesforce Service Cloud or equivalent.
• Track record of running a multi-platform portfolio and making real prioritization calls across competing business stakeholders.
• Experience managing significant third-party technology partnerships, including vendor selection, commercial negotiation, and ongoing performance management.
• Strong technical literacy: comfortable in architecture discussions, API and data model trade-offs, and AI/ML product decisions.
• Experience operating in a customer excellence, customer operations, or customer support context.
• Experience running a business unit or product group.
• Direct experience with one or more of: ERP platforms (SAP, Oracle, NetSuite, or custom), telco systems (billing, provisioning, OSS/BSS), IoT device management and connectivity platforms, and AI/ML platforms delivered through partners (OpenAI, Anthropic, Google, AWS, or specialist vendors), preferred.
• Experience taking a fragmented internal tool landscape and defining a multi-year path toward integration, preferred.
• Exposure to regulated or high-reliability environments, preferred.

Comprehensive Benefits Package:

Our benefits include Medical, Dental, and Vision coverage to ensure your well-being. Plan for the future with our 401k plan, and take time off to recharge with PTO. We've got you covered with Disability Insurance and Life Insurance too!

Location Limitations:

Please note at this time, we are not accepting applications from candidates based in Alaska (AK), Connecticut (CT), Delaware (DE), Massachusetts (MA), New Mexico (NM), and South Dakota (SD)