About Emplifi
Emplifi is the only Autonomous CX platform unifying social marketing, commerce, and customer care for more than 20,000 brands worldwide. Powered by Fuel AI, built on more than 5T of data, and recognized as a leader by leading industry analysts, Emplifi helps enterprise teams orchestrate connected customer journeys and deliver personalized experiences at scale, turning every customer touchpoint into a competitive advantage.
About Emplifi
Emplifi is the only Autonomous CX platform unifying social marketing, commerce, and customer care for more than 20,000 brands worldwide. Powered by Fuel AI, built on more than 5T of data, and recognized as a leader by leading industry analysts, Emplifi helps enterprise teams orchestrate connected customer journeys and deliver personalized experiences at scale, turning every customer touchpoint into a competitive advantage.
About the Team
At Emplifi, our mission is to transform how digital marketing—especially on social—is done, and how consumers connect with brands in the 21st century.
Our Product team builds and evolves a data-driven SaaS platform that helps global enterprises market smarter. By bridging customer needs, business goals, and technical innovation, we break down silos, foster collaboration, and use insights to guide smart, impactful decisions.
About the Role
As Product Area Director, you own a product area end to end: the customer problems it solves, the strategy behind it, and the results it delivers. Think of it as running a company within the company. You set direction, make the hard prioritization calls, and stay accountable for outcomes long after launch, not just for what ships. This is a hands-on leadership role: you'll stay close to customers and step into product work where it matters most.
About the Product Area
The Care product area sits at the heart of modern customer experience, serving brands ranging from high-growth mid-market companies to some of the largest enterprises in the world. Encompassing powerful capabilities across Social Care, Community, Bot automation, Voice of Customer (VOC), and CCaaS across channels, Care bridges the gap between AI-driven efficiency and human empathy. Leading this product area is an incredible opportunity to shape the future of AI-native engagement: you will guide a dedicated leadership trio in uniting these core products into a seamlessly governed ecosystem, fundamentally transforming customer care from a reactive cost center into a proactive driver of brand loyalty and scale.
What You'll Do Here
- Define the strategy and roadmap for your product area, with clear choices about what to build and what not to
- Lead continuous customer discovery and turn customer, data, and market insight into focused product decisions
- Own adoption and value realization, using analytics to improve how customers get value from the product
- Evaluate and shape commitments to strategic customers and deals together with Engineering and UX
- Partner with Product Marketing, Sales, and Customer Success on positioning, launches, and enablement
- Manage the area as a coherent portfolio: invest, simplify, consolidate, or retire
- Build commercial understanding and contribute to pricing and packaging recommendations
- Hire, coach, and grow Product Managers into accountable product leaders
- Work with other Product Area Directors on shared journeys, data, and AI capabilities such as Fuel
What You'll Bring to Us
- Significant product leadership experience in SaaS or complex enterprise software
- Experience leading Product Managers and a broad product portfolio
- Strong hands-on skills in discovery, strategy, prioritization, and roadmapping
- Confidence working with product data and making evidence-based decisions
- Commercial awareness across pricing, packaging, retention, and cost
- Experience supporting major customers and complex product commitments
- The judgment to make trade-offs, say no, and protect focus
- A collaborative style, and clear communication with customers, executives, and technical teams
At Emplifi, we are committed to creating a workplace where everyone is valued, respected, and empowered to bring their whole selves to work. We welcome applications from individuals of all ages, races, religions, genders, sexual orientations, gender identities, and LGBTQ+ communities.
Emplifi offers a safe, inclusive, and supportive environment where every employee has the opportunity to thrive and is encouraged to be who they are.
We welcome and encourage applicants with disabilities. Accommodations are available upon request at any stage of the recruitment process.