Principal Product Manager

Principal Product Manager, Commerce

Who We Are

At Cimpress, we are building the technology platform that powers mass customization at scale. Our Commerce domain gives Cimpress businesses the flexibility to create modern, data-driven commerce experiences, launch new products, enter new markets and scale their operations efficiently.

Our Commerce platform includes CimCommerce v2 (CCv2), CimCommerce v1 (CCv1) and Platform Orders. Together, these products provide the foundation for web-to-print mass customization while enabling future growth through marketplaces, AI innovation and omnichannel experiences.

As Cimpress scales towards $10B in annual transaction volume, we continue to evolve our commerce capabilities to support increasingly complex business needs.

What You Will Do

As a Principal Product Manager in Commerce, you will define the product vision and strategy for enterprise-level commerce and order management capabilities. You will help build a unified application that brings together order management, customer management, order remediation and contact centre capabilities into a seamless experience.

The product will serve as a single point of interaction for customer care and sales agents across Cimpress businesses, integrating telephony, chat, cases, AI-driven agent assistance and core commerce and order management APIs.

You will work with two primary customer groups:

External customers:Cimpress businesses that need efficient and scalable ways to manage customer orders.

Internal customers:Cimpress Technology teams that build, integrate and continuously evolve the platform.

You will be responsible for setting the vision, defining the roadmap and establishing the foundation for the Commerce domain's AI strategy. You will also lead and mentor Product Managers within your product line.

Customer Focus

• Build strong, collaborative relationships with global merchants, customer care specialists and technology teams to understand their workflows and challenges.

• Identify underlying customer needs beyond stated requirements and translate them into solutions that simplify agent workflows and improve customer satisfaction.

• Anticipate business growth and evolving merchant requirements to build scalable order management capabilities.

• Understand the business context and the underlying reasons behind customer requests.

Product Strategy & Vision Define and communicate a clear product vision and roadmap for enterprise commerce and order management capabilities. Track industry trends, emerging technologies and innovations to continuously improve product experiences. Establish the foundation for the Commerce domain's AI strategy, including AI-driven agent assistance. Navigate complex and ambiguous problem spaces by bringing together inputs from Cimpress businesses, engineering, operations and leadership. Drive the evolution of capabilities across order creation, processing, management and remediation.

Execution & Results Drive the integration of complex products and capabilities across multiple teams and Cimpress Technology domains. Use data and insights to inform product decisions, considering order volumes, merchant satisfaction and system performance. Define clear success metrics and regularly measure product outcomes. Balance customer needs, business priorities and technical considerations to deliver meaningful results.

Technical Leadership Develop a strong understanding of how enterprise applications integrate with APIs, events, microservices and the broader technology platform. Partner closely with engineering and architecture teams to define scalable solutions and make informed technical trade-offs. Drive the development of robust system architecture and next-generation AI-powered agent assistance. Ensure product capabilities deliver reliable, scalable and high-quality user experiences.

Leadership & Collaboration Work across multiple product teams to deliver seamless experiences for customers of Cimpress businesses. Lead, mentor and develop 1-2 direct-report Product Managers while supporting the growth of junior PMs across the domain. Build alignment and influence decisions across teams without relying on formal authority. Collaborate effectively with engineering, business stakeholders and senior leadership. Actively seek feedback and adapt product direction based on data, customer insights and stakeholder inputs.

Foster inclusive, respectful and collaborative working practices.

Your Qualifications We are looking for someone who brings strong product leadership, technical understanding and the ability to navigate complex enterprise environments. You should be comfortable balancing strategic thinking with execution and influencing stakeholders across different functions and levels.

Product Management Experience

• 10+ years of product management experience, with a proven track record of building and scaling B2B SaaS platforms or internal, multi-tenant enterprise applications.

• Experience managing complex products involving multiple stakeholders, teams and technology domains.

• Deep understanding of e-commerce, order management or similar mission-critical enterprise systems.

  Experience working with internal engineering teams as customers, particularly in platform products, infrastructure or internal tools.

  Strong communication and stakeholder management skills, including the ability to challenge requests and say no when required while maintaining alignment with the broader product strategy.

  Technical & Domain Expertise

  Working knowledge of APIs, event-driven architectures and microservices.

  Ability to engage in meaningful technical discussions with engineers around system design, architecture and trade-offs.

  Understanding of system reliability and performance considerations, including uptime, latency and throughput.

  Understanding of the data requirements and considerations for AI/ML applications.

  Ability to translate technical complexity into business outcomes and product decisions.

  Experience in CRM, Contact Centre or Commerce domains.

  Familiarity with cloud-native architectures and platforms such as AWS Connect.

  Leadership & Strategic Skills

  Ability to influence senior stakeholders and build consensus across multiple teams.

  Strong business judgment, strategic thinking and problem-solving capabilities.

  Ability to communicate complex ideas clearly through written communication, presentations and discussions.

  Experience building, mentoring and developing product teams.

  A genuine interest in understanding the needs of engineers, merchants and end users.

  Nice To Have

  Experience with AI-powered agent assistance tools and enterprise AI applications.

  Experience integrating contact centre technologies such as Salesforce Omni-Channel or Amazon Connect.

  Understanding of complex contact routing logic, including uHVC.

  Experience building enterprise applications that integrate customer management, order management, ticketing and communication capabilities.

  Why You'll Love Working Here

  Meaningful product challenges:Work on complex, large-scale commerce and order management platforms that support multiple Cimpress businesses.

  Ownership and impact:Shape product vision and strategy while influencing technology and business decisions across the organisation.

  Innovation:Explore emerging technologies, AI capabilities and new ways of solving enterprise commerce challenges.

  Cross-functional collaboration:Partner with talented product, engineering, architecture and business teams across the organisation.

  Leadership opportunities:Mentor Product Managers and help shape the future direction of the Commerce domain.

We're Remote-First

Cimpress embraces a remote-first working environment, providing flexibility and opportunities to collaborate with colleagues across geographies.

We value ownership, collaboration, accountability and the ability to deliver meaningful outcomes regardless of where you work.

About Us

Cimpress is a global leader in mass customization. Through our network of businesses and technology platforms, we empower customers to make personalized products and bring their ideas to life.

Cimpress Technology builds the platforms, infrastructure and capabilities that enable our businesses to innovate, scale and deliver exceptional customer experiences.

Equal Opportunity Employer

Cimpress is an equal opportunity employer. We are committed to creating an inclusive workplace where everyone is treated with respect and has the opportunity to contribute, grow and succeed.

We welcome applicants from diverse backgrounds and experiences and believe that different perspectives make us stronger.