Senior Product Manager, Customer Engagement Strategy

2 weeks ago

Tempe, Arizona, United States Achieve Full time
Job Overview

Company Overview:
Achieve is a prominent digital personal finance organization dedicated to empowering individuals to transition from financial struggle to stability. We offer innovative and tailored financial solutions, utilizing proprietary data and analytics to support our members at every stage of their financial journey, including personal loans, home equity loans, debt consolidation, and financial education. Our mission is to assist our members in advancing their financial well-being with a compassionate and human-centered approach.

Position Summary:

The Achieve Resolution Product and Engineering team operates within an Agile framework, comprising over 100 dedicated product and engineering professionals. Our teams focus on delivering outcomes, driven by data, and are empowered to tackle business challenges effectively. We prioritize value delivery over the mere quantity of features developed.

We are in search of a skilled product leader proficient in devising and implementing customer engagement strategies. This role will significantly influence both pre- and post-enrollment outcomes. On the front end, the position will enhance the connection between our sales teams and potential leads in a compliant, efficient, and client-centric manner. On the back end, it will contribute to client retention and revenue growth by fostering engagement throughout their multi-year programs. This role is pivotal within the organization, directly impacting operational efficiency and effectiveness.

Key Responsibilities:

Drive Customer Engagement Strategy:

  • Oversee the strategic vision, design, implementation, and optimization of Achieve Resolution's integrated multi-channel (phone, email, SMS, chat, web-retargeting, etc.) customer engagement strategy for prospects and clients.
  • Provide strategic, technical, and operational oversight of systems integral to Achieve Resolution, including:
    • Call Center Platform
    • Client Journey Orchestration Platform
    • Email and SMS delivery systems
    • Chat systems
  • Collaborate with key stakeholders, particularly Lifecycle Marketing (LCM) and Sales Operations, to enhance connection rates for our Retail Sales team and other post-enrollment sales activities.
  • Enhance client relationships, as measured by retention and response rates, through proactive outreach and multi-channel communications.
  • Innovate new strategies to engage consumers who may not respond to traditional phone calls, including digital experiences.
  • Monitor SMS and call delivery rates, finding creative solutions to mitigate carrier blockages.
  • Work collaboratively with various teams, including Product, Sales Operations, Engineering, IT, Marketing, Business Intelligence, and Design.
  • Develop and test various outbound call strategies, optimizing for call timing, frequency, and personnel.
  • Stay informed about existing and emerging call center platform capabilities (including AI) and leverage these to achieve business objectives.
  • Regularly update the executive team and stakeholders on strategy, results, and future plans.

Vendor Management:

  • Manage relationships with vendors providing systems or services that support the customer engagement strategy, including:
    • SMS providers
    • Call branding service providers
    • Call-related data providers
    • Call Center platform providers
  • Evaluate new products and providers relevant to the customer engagement environment.
  • Analyze the cost/benefit of these systems and optimize agreements for maximum return on investment.

Team Leadership:

  • Directly manage Product Managers and Business Analysts focused on enhancing lead and client connectivity.
  • Guide teams to execute the defined strategy, aligning with the company's business goals on a regular basis.
  • Mentor and develop direct reports and junior members of the product organization.
Qualifications:

What You Bring:

  • Outcome-oriented, data-driven mindset.
  • Creative problem solver focused on delivering value.
  • 8+ years of Product Management experience with customer engagement strategies and related applications.
  • Able to learn quickly and thrive in a complex, dynamic environment while managing multiple projects.
  • Experience in multi-channel customer engagement within Financial Services or similar industries, with knowledge of regulatory requirements.
  • Proven ability to work across diverse business, technology, and vendor teams to shape product vision and deliver solutions.
  • Experience in resolving conflicting priorities and gaining alignment among stakeholders.
  • Strong attention to detail and ability to meet tight deadlines.
  • Familiarity with Genesys and/or Salesforce is advantageous.
  • Bachelor's degree required (preferably in Software Engineering, Business Administration, Information Systems, or a related analytical field).
Additional Information:

Benefits:
Achieve offers a range of benefits, including hybrid work opportunities, 401(k) with employer match, comprehensive medical, dental, and vision plans, sick leave, wellness support through Employee Assistance Programs, fitness discounts, pet care discounts, and financial support during hardships.

Salary Range: $170,000.00 to $185,000.00 per year plus bonus. This range reflects the expected salary for this role, considering location, experience, and other job-related factors.

Join Achieve and Make a Difference:
At Achieve, we are transforming lives. From assisting individuals in managing their bills to supporting entrepreneurs in securing loans for growth, you will play a vital role in their journey towards a better financial future. We are expanding our teams with more remote opportunities to better serve our members. A career at Achieve is not just a job; it is a chance to make a significant impact, find a sense of belonging, and prioritize your well-being.

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