Competitive Intelligence Senior Manager

We are looking for an experienced product storyteller and competitive strategist to lead Talkdesk’s Go-to-Market Strategy & Operations function. In this role, you will be responsible for Competitive Intelligence, Market Insights, Pricing, Naming, Strategic Alliances, and PMM Operations. You will design, execute, and support highly visible initiatives to discover and disseminate impactful competitive & market insights that directly influence Talkdesk’s go-to-market strategy and product roadmap.

As the customer experience market rapidly evolves—from traditional CCaaS to AI-driven, multi-agent Customer Experience Automation (CXA)—you will play a critical role in helping Talkdesk understand, define, and lead this shift. You will translate complex market dynamics, emerging competitors, and evolving buyer expectations into clear, actionable strategies that position Talkdesk to win.

You will serve as a strategic advisor to  sales, marketing, product, and executive leadership to help Talkdesk aggressively grow our pipeline and compete effectively in the field through actionable intelligence, regular training, and strategic deal support. You have a record of success in dynamic environments and grace in collaborating with multiple stakeholders to get stuff done. Strong presentation skills, executive presence, and ability to deal with ambiguity are critical. You are comfortable toggling between detailed research & insights, to big picture initiatives like international geographic expansion and 5-year strategic planning.

Responsibilities:

• Manage and execute on a comprehensive competitive intelligence program, including win/loss analysis, competitor product launches, objection handling, and more.
• Anticipate market shifts and proactively develop defensive and offensive strategies to maintain Talkdesk’s leadership in the AI-driven CXA space.
• Gather, analyze, and synthesize information about the contact center market, focusing on both existing and emerging competitive landscapes.
• Influence product roadmap based on analysis and insight derived from competitive learnings.
• Develop and maintain a network of information sources, including internal teams, partners, customers, and analysts.
• Develop and scale a framework that automates insight delivery (such as FAQs, battle cards, SWOT analysis, playbooks, internal and external presentations) to provide measurable improvement to win rates and sales velocity.
• Provide field support for sales teams engaged in competitive discussions with prospects or customers.
• Brief internal teams on a quarterly basis around new competitor technologies, competitive messaging, and positioning issues.
• Help foster and drive internal competitive information sharing.
• Work with some of the best executives in the business.

Key qualities for success in this role include: 

• Lead the creation of succinct and effective sales training materials (battle cards, trainings, FAQs, etc.), making it easy for non-technical sales to understand our competitive differentiation.
• Think strategically to provide guidance to colleagues and leaders in marketing, sales, and corporate strategy.
• Identify gaps, recommend and create marketing programs, set a plan and drive the execution.
• Partner with Product Management to understand and influence product strategy and roadmaps and develop competitive marketing strategies
• Stay tuned to market signals (competitive messaging, trends, etc) for competitors within the market to identify marketing opportunities.
• Partner closely with campaigns, solution engineering, and other product marketers and drive cross-functional alignment on programs to drive pipeline.
• Keep current with technology trends and incorporate emerging technologies to inform GTM programs and assets.

Required Skills

• 6+ years of experience in competitive intelligence, product marketing, product management, solution engineering, sales enablement, account executive / solutions engineer at a high tech company, or similar equivalent.
• Industry knowledge of AI-driven automation, contact centers, customer experience, customer service, helpdesk, and/or CRM SaaS products is preferred
• Be scrappy. You’ll need the ability to successfully drive projects in a startup environment (with minimal guidance, limited resources)
• Strong written and verbal communication skills with the ability to present in front of sellers, executives, vendors, partners, and customers.
• Consistent track record in defining/driving project execution and thriving in a dynamic environment.
• Hands-on experience building a range of marketing assets, including compelling positioning and messaging, succinct pitch-decks, demo videos, and event/webinar content.
• High sense of urgency to respond to critical business questions.
• Curious, analytical, innovative, and creative with the execution skills to make it happen.

Pay Range (Base Pay):  $120,000 - $148,000

Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission. 

Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

Retirement Benefits: 401(k) plan

Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.

Paid Holidays: Talkdesk offers 14 paid holidays each year. 

Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.

Method of Application: Apply online.

Application Window: The application window is expected to close at least 5 days from the posting date. The application was posted on 04/16/2026.

Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.

All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.

Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.

Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.