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Principal Product Manager is responsible for strategizing, designing, and orchestrating a holistic Customer Experience (CX) vision, a CX roadmap and action plan that weave together the top CX opportunities supported by business valuation as well as a technology strategy and roadmap. The Principal Product Manager owns the CX engagement and shepherds all the work streams from a strategic and value-driven perspective, and toward a common vision and plan for delivery. A key area of focus of this role is also building and growing a trusted advisory relationship with key clients such that they understand the value proposition of Thoughtworks CX Service Line and desire to foster ongoing CX engagements. 

Job responsibilities

Shape CX Strategy: 

  • Design and drive differentiated product strategies and service offerings that showcase Thoughtworks as a premium player in the CX marketplace
  • Understand the market and trends that could impact current and future clients
  • Support the introduction and adoption of the CX Service Line vision and strategy through compelling narrative and assets
  • Ensure CX strategy adapts and responds to business priorities, market trends, and customer trends and insights

Drive CX Service Growth: 

  • Contribute to the shaping and selling of the CX Services
  • Partner with Client Leadership Team and advise on creating a pathway for a CX opportunities and shaping compelling and profitable proposals
  • Partner with Product Managers to ensure effective understanding of CX Services
  • Develop sales and marketing enablement content such as pitch decks, engagement models, premium pricing and thought leadership

Deliver Undeniable Value For Clients:

  • Know the client's strategy, structure, and business model in order to effectively navigate organizational politics. Also, to provide advice and support to the client to help move their agendas forward within the organization
  • Define and run the executive communications, continuously aligning expectations, and guiding them on the engagement journey to ensure common understanding and agreements at milestones and decision points
  • Understand what success means to the client and ensure that the value being delivered is explicit, and well understood by the client and the Thoughtworks teams
  • Orchestrate across a multi-disciplinary team to create a unified strategy that drives customer and business value across online and offline touchpoints
  • Ensure alignment across the team around successful delivery of CX Service Line projects that deliver profitable work and deliver referenceable case studies
  • Own the product backlog and constantly evolve it based on the latest changes in the business
  • Accountable for value prioritization for your team
  • Constantly measure the success of your project and the products you own to ensure the team is on the right track to deliver value to the customers and the business
  • A visible and active leader within the client engagements that provides mentorship, feedback, coaching, and advice, also builds community around capability development initiatives

Cultivate Talent: 

  • Take ownership for growing the CX Service Line through recruitment and internal opportunity activities; provide recruitment support to Markets as needed
  • Partner with the People Team on Performance and Growth initiatives and activities, such writing job descriptions, building development plans, designing & facilitating L&D sessions
  • Continuously looking for opportunities to drive our product and CX capabilities forward
  • Foster a collaborative, adaptive, outcome-oriented team environment
  • Provide performance management support as needed, this may involve direct support for 5-10 product leaders, within our outside of client engagements

Job qualifications

  • Respected expert in the product management discipline
  • Excellent ability to communicate effectively and tactfully across all levels of the business (written and verbal)
  • Role model consultant and influencer
  • Strategic outcome focused
  • Deep curiosity and empathy for the challenges that our clients face with a passion for helping them succeed
  • Known as someone who is flexible, thrives in ambiguous situations and creates order and a path forward for a wide array of stakeholders
  • Adept at workshop facilitation (e.g., road mapping, innovation and alignment workshops)
  • Able to draw out the best ideas from teams and individuals
  • Solves problems in unique ways by drawing from background and experience working in an array of contexts
  • Highly collaborative and able to identify and able to cultivate healthy team dynamics, course correcting as necessary
  • Capable of shifting easily and quickly between strategic and tactical work
  • Strong coaching skills
  • 7 to 15 years of experience in product management
  • Adept at writing proposals, shaping engagement teams and SOWs
  • Effective at selling CX value proposition to prospective clients

Other things to know

While we’ve traditionally been a traveling consultancy, travel is not required for this role at the moment. We anticipate the need for travel to our client locations in the future when it’s deemed safe.

Not quite ready to apply? Or maybe this isn’t the right role for you? That’s OK, you can stay in touch with AccessThoughtworks, our learning community (click "contact me about recruitment opportunities" to hear about jobs in the future).

It is the policy of Thoughtworks, Inc. to provide a work environment free of discrimination. The Company will take affirmative action to ensure applicants and Thoughtworks employees are treated without regard to race, color, religion, sex/gender, national origin, ethnic origin, veteran or military status, family or marital status, disability, genetic information, age, sexual orientation, gender expression or gender identity. This also includes individuals who are perceived to have any of the aforementioned attributes. Thoughtworks will adhere to all federal, state, and municipal laws and regulations governing employment.

Job Details

Country: USA
City: Dallas, Texas
Date Posted: 04-26-2022
Industry: Information Technology
Employment Type: Regular

About Thoughtworks

Thoughtworks is a global technology consultancy that integrates strategy, design and engineering to drive digital innovation. For 28+ years, our clients have trusted our autonomous teams to build solutions that look past the obvious. Here, computer science grads come together with seasoned technologists, self-taught developers, midlife career changers and more to learn from and challenge each other. Career journeys flourish with the strength of our cultivation culture, which has won numerous awards around the world.


Join Thoughtworks and thrive. Together, our extra curiosity, innovation, passion and dedication overcomes ordinary.

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