Group Product Manager, Contact Strategy

Job Description
The Achieve Resolution Product and Engineering team is an Agile-based organization composed of 100+ product and engineering professionals. The teams are outcome-oriented, data-driven, and empowered to solve business problems. We measure success not by the number of features built, but by the value delivered.
We are seeking a professional product leader who is well-versed in conceiving and executing contact strategies. This position will influence outcomes both pre- and post-enrollment. On the front end, this role will drive strategies that connect our sales teams to leads in an effective, efficient, compliant, and client-friendly way. On the back-end, this role will help drive retention and revenue by nurturing and engaging with our clients throughout their multi-year programs. This position is a key leadership role for the organization and has a direct impact on the efficiency and effectiveness of company operations.
The ideal candidate will have highly effective communication skills, exceptional time management skills, and an entrepreneurial and proactive problem-solving approach. They will be comfortable communicating with all levels of the organization, whether it be senior leadership of the company, members of the technology organization, front-line members of the sales team, or prospective clients. They should be data-driven but comfortable with ambiguity.

• Manage the strategic vision, design, implementation, and optimization of Achieve Resolution's integrated and multi-channel (phone, email, SMS, chat, web-retargeting, etc.) contact strategy for prospects and clients
• Provide strategic, technical, and operational oversight of the following systems within Achieve Resolution:
  • Call Center Platform
  • Client Journey Orchestration Platform
  • Email and SMS delivery systems
  • Chat
• Work with key stakeholders, particularly Lifecycle Marketing (LCM) and Sales Operations, to increase connect rates primarily for our Retail Sales team, but also other sales activities post enrollment
• Improve the relationships with our clients, as measured by retention and response rates, through outreach and multi-channel communications
• Innovate new and creative ways to reach consumers that may not engage by phone calls, including digital consumer experiences
• Monitor SMS and call delivery rates and find creative ways to mitigate carrier blockage
• Collaborate with a myriad of teams, including other members of the Product organization, Sales Operations, Engineering, Information Technology, Marketing, Business Intelligence and Design
• Build and test various outbound call strategies, optimizing on time to call, number of calls, days to call, and who makes the call
• Understand existing and emerging call center platform capabilities (including specifically AI) and leverage those capabilities to achieve business outcomes
• Regularly brief the executive team and other stakeholders on strategy, results, and future roadmaps

• Manage the relationship with vendors providing systems or services that contribute to contact strategy, including:
  • SMS providers
  • Call branding service providers
  • Call-related data providers
  • Call Center platform providers
• Assess new products and providers related to the call strategy environment
• Understand the cost/benefits of these systems and optimize agreements for greatest return on investment

• Directly manage two or more Product Managers and Business Analysts whose primary outcomes involve improving our ability to connect to leads and/or clients
• Guide the PMs and their scrum teams to deliver on the defined strategy, thereby meeting the company's business goals on a monthly/quarterly/annual basis
• Develop and mentor direct reports and other junior members of the product organization

Qualifications

• Outcome-focused, data-driven mindset
• Creative problem solver with a focus on delivering value
• 8+ years of Product Management experience with contact center strategy and related applications
• Ability to learn quickly and thrive in a complex, dynamic environment in which you will need to simultaneously manage multiple projects that vary in scope and complexity
• Multi-channel contact center experience in Financial Services (or similar industries) along with related knowledge of regulatory requirements
• Demonstrable experience working across disparate business, technology, and vendor teams to shape product vision and deliver solutions
• Demonstrable experience resolving conflicting priorities, dispelling ambiguity, and gaining alignment among stakeholders
• High attention to detail and the ability to work efficiently to meet tight deadlines
• Experience working with Genesys and/or Salesforce is a plus

• Bachelor's degree required (Software Engineering, Business Administration, Information Systems, or analytical field preferred)

Additional Information

• Hybrid work opportunities
• 401 (k) with employer match
• Medical, dental, and vision with HSA and FSA
• Sick time off
• Access to wellness support through Employee Assistance Program, Talkspace, and fitness discounts
• Pet care discounts for your furry family members
• Financial support in times of hardship with our Achieve Care Fund
• A safe place to connect with other employees through our six employee resource groups

Salary Range: $170,000.00 to $185,000.00 per year plus bonus. This information represents the expected salary range for this role. Should we decide to make an offer for employment, we'll consider your location, experience, and other job-related factors.

At Achieve, we're changing millions of lives.From the single parent trying to catch up on bills to the entrepreneur needing a loan for the next phase of growth, you'll get to be a part of their journey to a better financial future. We're proud to have over 3,000 employees in mostly hybrid and 100% remote roles across the United States with hubs in Arizona, California, and Texas. We are strategically growing our teams with more remote, work-from-home opportunities every day to better serve our members. A career at Achieve is more than a job-it's a place where you can make a true impact, have a sense of belonging, establish a fulfilling career, and put your well-being first.
We do not accept unsolicited candidate resumes or profiles. Please do not reach out to anyone within Achieve to market your services or candidates. All inquiries should be directed to Talent Acquisition only. We reserve the right to hire any candidates sent unsolicited and will not pay any fees without a contract signed by Achieve's Talent Acquisition leader.
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Company Description
Achieve is a leading digital personal finance company. We help everyday people move from struggling to thriving by providing innovative, personalized financial solutions. By leveraging proprietary data and analytics, our solutions are tailored for each step of our member's financial journey to include personal loans, home equity loans, debt consolidation, financial tools and education. Every day, we get to help our members move their finances forward with care, compassion, and empathetic touch. We put people first and treat them like humans, not account numbers.