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 ou