About Dialpad
Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital. Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage.
Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, Dialpad was built to resolve. Our AI agents and human agents operate on a single platform with shared context, allowing Agentic AI to resolve issues, advance deals, and eliminate busywork through automation while seamlessly handing conversations to humans when needed, with full context preserved.
Market-leading brands, including Randstad, Motorola Solutions, Netflix, the San Diego Padres, the Colorado Rockies Baseball Club, and Cal Athletics, trust Dialpad. Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile.
Being a Dialer
At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more.
We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves.
We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic.
Your role
You will lead the Financial Services and Insurance industry strategy and business growth agenda, defining how the organization serves banks, credit unions, fintechs, payments companies, wealth firms, and insurers through industry-specific customer experience automation, cloud modernization, AI, and workflow orchestration. This role combines vertical strategy, product-market fit, customer and market thought leadership, sales enablement, partner ecosystem development, and overall commercial growth ownership. The ideal candidate can move fluidly between industry vision, product translation, customer credibility, and revenue impact.
This position reports to our SVP, Marketing and Vertical Solutions.
What you’ll do
- Own the Financial Services and Insurance industry strategy across banking, insurance, payments, and wealth management.
- Develop the industry point of view, thought leadership, executive messaging, and market positioning for FSI buyers.
- Translate financial services and insurance market needs into industry-specific product strategy, including AI agents, workflow automation, integrations, analytics, and customer journey orchestration.
- Partner with Product, Engineering, Sales, Marketing, Customer Success, Alliances, and Solutions Consulting to shape and commercialize FSI offerings.
- Support strategic sales pursuits with banks, credit unions, fintechs, insurers, and wealth firms by acting as an executive-level industry expert.
- Identify priority use cases such as deposit servicing, loan servicing, card servicing, appointment scheduling, claims, first notice of loss, policyholder support, collections, fraud and security, customer authentication, and advisor/customer engagement.
- Build and refine the FSI go-to-market strategy, including segmentation, buyer personas, value propositions, competitive positioning, and partner ecosystem strategy.
- Represent the organization externally through webinars, articles, customer events, analyst conversations, media interviews, and industry conferences.
- Drive adoption of industry-specific financial services and insurance capabilities across AI, automation, digital servicing, and customer engagement.
- Help customers modernize from legacy contact center and servicing infrastructure to secure, compliant, AI-enabled, omnichannel engagement platforms.
- Collaborate with customers to identify business outcomes, including improved customer/member experience, increased efficiency, reduced call volume, higher containment, better employee experience, and revenue growth.
Skills you’ll bring
- Deep financial services and/or insurance domain expertise, preferably across banking, credit unions, fintech, payments, wealth, or insurance.
- Experience in digital transformation, customer experience, contact center modernization, AI/automation, SaaS, cloud, or enterprise software.
- Ability to operate as both a strategy leader and a commercial general manager.
- Strong executive presence with customers, partners, analysts, and internal leadership.
- Familiarity with regulated-industry needs, including security, compliance, data privacy, customer authentication, auditability, and operational resilience.
- Experience partnering with product and engineering teams to shape market-specific solutions.
- Strong market-facing communication skills, including writing, speaking, sales enablement, customer workshops, and executive presentations.
Why Join Dialpad
- Work at the center of the AI transformation in business communications
- Build and ship agentic AI products that are redefining how companies operate
- Join a team where AI amplifies every employee’s impact
- Competitive salary, comprehensive benefits, and real opportunities for growth
We believe in investing in our people. Dialpad offers competitive benefits and perks, cutting-edge AI tools, and a robust training program that help you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, repeatedly recognized as a Great Place to Work, ensures that every employee feels valued and empowered to contribute to our collective success.
Don’t meet every single requirement? If you’re excited about this role and possess the fundamental traits, drive, and strong ambition we seek, but your experience doesn’t meet every qualification, we encourage you to apply.
Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.