Sr. Product Owner

Title:  Sr Product Owner – Contact Center & Communications

Salary:  $140K - $155K/yr d.o.e.

Location: Remote OK (2 days on-site if living within 31 miles of Tustin, CA or Austin, TX)

About the Role

We are seeking a Senior Product Owner to lead the evolution of our omnichannel communications platform that connects borrowers, loan officers, contact center agents, and third-party partners across the mortgage lending lifecycle. This role focuses on driving seamless, compliant, and scalable communication experiences across voice, SMS, email, chat, and in-app messaging.

Ideal candidates bring strong experience in omnichannel communications within a FinTech context, including deep familiarity with Contact Center technologies (Genesys preferred) and a user-first mindset to modernize how we engage with customers and internal teams alike.

You will serve as the bridge between business needs, platform capabilities, and engineering delivery, ensuring a high-quality, unified communications experience across the organization.

1. Discovery & Strategy Alignment

• Collaborate with stakeholders across sales, marketing, servicing, and operations to identify communication pain points and goals.
• Analyze workflows across inbound and outbound channels (voice, SMS, chat, email).
• Define product requirements based on user needs, compliance requirements, and technical capabilities.
• Stay up to date on emerging contact center, CPaaS, and communication tooling trends.

2. Backlog & Sprint Execution

• Own and manage a prioritized backlog for communication-related initiatives.
• Write user stories and acceptance criteria that bridge tech and business needs (e.g., voice routing logic, SMS campaign delivery, escalation workflows).
• Collaborate with UX, Engineering, and third-party vendors to ensure accurate and timely delivery.
• Define and communicate Sprint Goals and ensure alignment with roadmap objectives.

3. Contact Center & Platform Integration

• Act as product liaison for contact center platforms—ensuring seamless integration with CRMs, LOS/POS platforms, and compliance systems.
• Partner with infrastructure and vendor teams to optimize routing, IVR, callback, transcription, and reporting capabilities.
• Lead discovery and delivery for Genesys Cloud CX (or similar platforms) for chat, IVR, digital messaging, and agent experiences.

4. Testing, Launch & Monitoring

• Facilitate user acceptance testing (UAT) for all communication workflows and automations.
• Coordinate with QA, Marketing, Legal, and Training teams for release readiness.
• Monitor platform KPIs such as call abandonment rate, agent handling time, message delivery success, and customer satisfaction (CSAT/NPS).

5. Post-Release & Optimization

• Track user feedback from borrowers and internal teams; prioritize enhancements accordingly.
• Monitor compliance adherence (TCPA, CAN-SPAM, etc.) and audit communications as needed.
• Leverage platform analytics to drive continuous improvement across all channels.

Focus Areas

• Execution of omnichannel communication strategy (voice, SMS, chat, email).
• Strong collaboration across tech, ops, and regulatory teams.
• Deep understanding of contact center tools and voice routing logic.
• Practical knowledge of CPaaS and third-party messaging platforms.
• API-level understanding of communications integration into broader workflows (CRM, LOS, POS).

• Bachelor’s degree in Computer Science, Business, Communications, or equivalent experience.
• 7+ years in a product owner or similar role with custom-developed platforms.
• 3+ years of experience owning Contact Center or Omnichannel Communication products in a FinTech or regulated industry.
• Hands-on experience with platforms such as Genesys Cloud CX, Five9, Twilio, NICE inContact, or equivalent.
• Strong Agile/Scrum background and backlog management discipline.
• Exceptional communication and cross-functional alignment skills.
• Ability to translate customer-facing communication needs into scalable, compliant technical solutions.

Preferred Skills (Nice to Have)

• Experience in the mortgage or consumer lending space.
• Familiarity with Encompass, Total Expert, Salesforce, or CRM systems.
• Exposure to customer journey orchestration tools and AI-powered contact routing.
• Understanding of compliance in communication (TCPA, GDPR, FDCPA).

Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.

Other Duties: This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.

[EOE/M/F/D/V. Drug-free workplace.]

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