Sr. Product Owner

Overview

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.

Responsibilities

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.

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.

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.

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).

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).

Qualifications

• 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.