Group Product Manager, Contact Strategy

| Remote
Employer Provided Salary: 170,000-185,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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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.
What you'll do:
Drive Contact Strategy for the Debt Resolution Business

  • 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


Vendor Management

  • 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


Scrum Team Management

  • 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
What you'll bring:

  • 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
Achieve well-being with:

  • 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.
Join Achieve, change the future.
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.
Attention Agencies & Search Firms: 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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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Location

Enjoy our remote/hybrid opportunities or visit our San Mateo office that’s minutes away from any part of The Bay. The up and coming area is growing with exciting amenities and restaurants to explore and recharge.

An Insider's view of Achieve

How would you describe the company’s work-life balance?

It's important to be available when the team needs you to get the job done—that's what matters most. People have lives and responsibilities outside of work that matter to them. We work together as a team to connect in various ways and balance things out.

Andy

Senior Director Product Management

What projects are you most excited about?

We’ve recently been working on migrating our Angular applications to React. In this transition, we’ve had a lot of opportunities to learn about tools like Storybook for documenting components, NextJS for creating a more performant application, or how to build npm packages for sharing our components across applications.

Carrie

Software Engineer, Front End

What makes someone successful on your team?

If you are not curious. If you are not innovative. If you don't have a quick mind and cannot solve the problems, this is not the place for you. We are building the best tech–something you can be proud of. My team is developing something that didn't exist before and you own what you do.

Roman

Principal Engineer

What is your vision for the company?

40-50% of Americans are forgotten by financial services. They are scraping by – don't have the money for investment firms nor the desperation for payday loans. We are building better solutions, driven by technology to move these forgotten families forward.

Jeff

Managing Partner

What's something quirky about your company?

Freedom Financial is the biggest company that many have never heard of, but it is a proven business with tremendous potential. There is excellent opportunity here with a stable, healthy company that is having a lot of impact.

Shira

VP Product and Consumer Experience

What are Achieve Perks + Benefits

Achieve Benefits Overview

Achieve is committed to continually evolving our benefits and perks. We annually solicit feedback from the Achieve Family and consistently improve our offerings. In 2020 we enhanced our employee assistance program by adding Ginger, an emotional support app.

Culture
Volunteer in local community
In addition to our monetary support to local charities, members of the Freedom Family receive two days of paid time to volunteer at the charity of their choice.
Partners with nonprofits
Habitat For Humanity, Feed My Starving Children, Junior Achievement, Peninsula Family YMCA and many others.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Hybrid work model
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Mandatory training courses are provided throughout the year.
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Freedom Financial employees can contribute up to $2750 annually to their FSA.
Disability insurance
Disability insurance covers 50% of annual salary up to $5000 monthly maximum payout. There is a buy-up option which provides 60% of base monthly pay up to $10,000 per month.
Dental insurance
Our dental plan covers 100% of preventative care expenses, 80% of basic services and 50% of major services. We also offer 50% coverage of orthodontia up to $1,500.
Vision insurance
The vision benefits plan requires a $5 copay for annual eye exams with $150 allowance for glasses and contact lenses.
Health insurance
We have a variety of medical plans to choose from Aetna and Kaiser.
Life insurance
Life insurance is equal to 1 times an employee's annual salary up to $300,000.
Pet insurance
Our pet insurance policy covers up to 20%-50% of out of pocket expenses.
Wellness programs
On-site gym available to all employees including access to Peloton bikes.
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Freedom Financial Network provides employees with a 401(k) matching plan managed by ADP. We match 50% of contributions up to $5,000 per year..
Performance bonus
Most positions qualify for a quarterly bonus. Staff joining mid-quarter will be eligible for a prorated bonus.
Child Care & Parental Leave
Generous parental leave
Family medical leave
Company sponsored family events
Vacation + Time Off
Generous PTO
We offer a generous PTO programs to all teammates. Director roles and above qualify for unlimited PTO.
Paid volunteer time
Our employees receive 2 days per year of paid volunteer time.
Paid holidays
Paid sick days
Flexible time off
Office Perks
Commuter benefits
Available via WageWorkx.
Some meals provided
Monthly catered lunch provided.
Onsite office parking
We offer employees free on-site parking and free electric car charging stations.
Relocation assistance
Relocation assistance is provided on a case by case basis for qualifying roles.
Onsite gym
Professional Development
Job training & conferences
Tuition reimbursement
Our tuition reimbursement plan offers an annual max of $5250.
Lunch and learns
Promote from within
Online course subscriptions available
Paid industry certifications

Additional Perks + Benefits

Your total well-being requires more than just health insurance. Our comprehensive benefits give you everything you need to bring your best self every day. Whether that’s mind and body support, flexible remote and hybrid work, or saving for your future, we’re committed to caring for the whole person.

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