Lead Product Manager - Contact Center

Who We Are 

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving nearly 2 million customers across 43 states. We partner with 13+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live.  We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day. 

At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that’s how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company. 

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.  

 

Position Summary

The Lead Product Manager supporting the Contact Center will the end-to-end product strategy for Customer Contact Channels and Salesforce-based agent workflows across Contact Center and Claims. This is a senior role with platform-level ownership, heavy cross-functional influence, and direct accountability for Customer Experience, Agent Experience, and operational outcome. Role is expected to perform as product manager and also guide other product managers.

Located at our office in Naperville, our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (T-TH in office and M & F remote) is required. 

 

Responsibilities include but are not limited to: 

• Define and execute a clear product vision for agent workflows across Salesforce and Amazon Connect, aligned to CX, efficiency, and cost outcomes. 

• Translate business goals into a prioritized, outcome-driven roadmap. 

• Own customer and agent research for Contact Center and Claims experiences; operate as the Voice of the Customer and Agent. 

• Identify and size customer, agent, and operational problems using qualitative research and quantitative data. 

• Partner with Operations, CX, Marketing, BI, and Data Science to ensure problem statements are data driven and aligned. 

• Lead the product roadmap and backlog; prioritize initiatives based on impact, effort, and strategic fit. 

• Define features, workflows, acceptance criteria, and success metrics; validate outcomes post-launch. 

• Partner closely with Engineering Managers to plan sprints, manage tradeoffs, and ensure predictable delivery. 

• Design and execute experiments (A/B tests, pilots, phased rollouts) to validate hypotheses and de-risk investments. 

• Use data to continuously optimize agent workflows, customer journeys, and operational efficiency. 

• Act as the subject-matter expert for Contact Center and Claims workflows and customer/agent experience. 

• Influence without authority across Technology, Operations, Marketing, BI, Finance, and Data Science. 

• Ensure solutions scale, are maintainable, and reduce long-term operational complexity. 

 

We're Excited if this is You!

Experience and Qualifications of the Role:

• 5+ years in Product Management, with 3+ years owning Salesforce-based platforms and workflows. 

• Hands-on experience with Contact Center platforms (Salesforce Service Cloud, Amazon Connect). 

• Proven experience leading digital transformation in an Agile environment. 

• Strong discovery muscle; you lead with problems, not solutions. 

• Deep understanding of human-centered workflow design for agents and operators. 

• Dat