Role: Product Owner – Communication Channels & AI
Location: Manchester
Hours: Monday-Friday 8:45am-5:15pm
Package: £80k OTE
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 quality and long-term commercial growth.
You are accountable for translating client needs, technology capability, partner opportunities and commercial priorities into scalable products and service models that strengthen adoption, retention and PHMG's competitive position.
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.
Key Objectives
Core Accountability
- Own the strategy, design and ongoing performance of Cloud Telephony, AI Receptionist and CCE.
- Set a clear, prioritised roadmap that balances client value, technical feasibility, commercial return, operational capacity and partner dependency.
- Ensure Technical products are positioned, sold, onboarded, serviced and renewed in a way that delivers measurable value for clients.
- Define the product standards, service models and client journeys that CS and Technical Production can execute consistently.
- Bring clarity to build, buy and partner decisions so product direction is deliberate, commercially disciplined and scalable.
Technical Product Strategy & Roadmap
- Define the long-term direction for Cloud Telephony, AI Receptionist and CCE, including the sequence of capability, integrations and service-model changes.
- Prioritise AI Receptionist growth across both horizontal capability and the vertical use cases where PHMG has the strongest right to win.
- Create a clear approach for CCE in the existing base, reducing under-utilisation and turning technical review, onboarding and value evidence into retention levers.
- Partner with the Creative Product Owner so the full product set feels coherent to clients and to the teams selling and servicing it.
Client Experience, Adoption & Value Evidence
- Define the client experience for Technical products across onboarding, configuration, in-life usage, renewal and offboarding.
- Clarify how clients access, configure and understand product value through the portal, including call flows, AI Receptionist behaviour, CCE setup and usage analytics.
- Ensure CS has the standards, data and language needed to evidence value, drive adoption and manage client expectations confidently.
- Identify where clients slow, stall or disengage, and build product or service-model interventions that protect retention.
Commercial Performance & Partner Discipline
- Own the commercial logic of the Technical portfolio, including pricing, CAC, cost-to-serve, gross margin, revenue performance and investment cases.
- Operationalise the GoTo re