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.
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