Digital Product Manager, Telephony/CRM

About Us

At Finance of America, we help homeowners unlock the joy that comes from realizing the full potential of their retirement. Many people have significant wealth tied up in their homes and want to use it meaningfully in their next chapter. Our unique range of reverse mortgages allow homeowners 55+ to access that wealth while maintaining control over their home and financial future. With options tailored to their unique goals, we provide the financial flexibility they need to move forward with confidence.

Finance of America is guided by five values: We are customer obsessed, they are why we exist. We raise the bar. We take extreme ownership. We practice genuine collaboration. And we unleash our excellence. Together we are actualizing our vision to be the most beloved brand for homeowners in their next chapter.

To learn more about us, visit www.financeofamerica.com

Purpose of Role

Responsible for the vision, prioritization, and delivery of the Call Center experience experience for both consumers and internal agents, serving as both a strategic and technical Product Manager to facilitate the integration between our Telephony System (Genesys) and Salesforce. Owns the roadmap and product outcomes, and acts as a change agent to develop a methodology focused on understanding the customer first and then defining iterations and KPIs to measure the success of that change, while collaborating with team members and stakeholders who may be unfamiliar with these practices. 

Expectations

• Owns the customer and internal user experience for the Genesys–Salesforce integration, from vision to delivery.
• Serves as both Product Manager (strategic owner) and Product Owner (delivery facilitator) for the Telephony–Salesforce integration.
• Defines and leads a practice of starting with the customer first to inform roadmap and strategic improvements.
• Acts as the primary point of accountability for roadmap delivery and value realization.
• Owns the end-to-end product lifecycle: define vision, build roadmap, deliver outcomes.
• Defines, prioritizes, and manages a clear, outcome-focused product backlog.
• Facilitates core Agile/Scrum ceremonies including daily standups, backlog grooming, sprint planning, and retrospectives.
• Provides agile leadership for the team, helping guide adoption of best practices around planning, estimation, iteration, and delivery commitments.
• Collaborates with engineering (telephony & Salesforce), business stakeholders, product leadership and business stakeholders to ensure alignment of the roadmap with company goals and strategic priorities.
• Drives adoption of an iterative fail fast methodology where experimentation and measurement are the main drivers of change.
• Translates business needs into clear user stories with acceptance criteria that enable thoughtful, maintainable development.
• Translates customer needs and business requirements into feature designs.
• Prioritizes and manages a product backlog to focus the team on high-impact work.
• Coachs team members and stakeholders who are new to Agile in understanding iterative delivery, velocity, and value measurement.
• Identifies, defines, tracks, and monitors KPIs related to integration health and user efficiency.
• Leads release planning, stakeholder communication, and adoption planning.
• Balances innovation against addressing foundational system needs.
• Continuously assesses and iterates on both the product and the team’s delivery practices to drive improvement.
• Perform other duties as assigned.

Reports To

• SVP, Digital Product

Qualifications

Qualifications – Education Requirements

• Bachelor's Degree

Qualifications – Education – Field(s)/Profession(s)

• Computer Science, Business or related field.

Qualifications – Experience/Skills/Competencies

• Minimum 5 years of product owner experience, and 2 years of experience in product management or related roles.
• Experience managing integrations and working with technical system components (e.g., APIs, platforms).
• Familiarity with CRM systems (e.g., Salesforce) and telephony systems (e.g., Genesys).
• Demonstrated ability to balance multiple priorities and engage diverse stakeholders.
• Experience leading agile teams and facilitating Scrum ceremonies.
• Proficiency with agile tools such as JIRA and Confluence.
• Strong analytical and problem-solving skills.
• Ability to communicate clearly across technical and non-technical audiences.
• Experience working in a matrixed environment and leading without direct authority.
• Proactive in driving outcomes and visualizing success and learning opportunities.
• Quick to learn new systems and navigate complex technical environments.

Compensation

The base salary range for this position is ($130,000 - $170,000 ) inclusive of all geographical differences in the labor market. The base salary for the position will be determined based on factors such as the candidate’s work location, skills, education, and experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members in determining any final offer. We offer a competitive benefits package including health, dental, vision, life insurance, paid time-off benefits, flexible spending account, 401(k) with employer match, and ESPP.

Additional Information

The application deadline for this job opportunity is 6/23/2025. 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. 

Finance of America is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex (including pregnancy), sexual orientation, religion, creed, age, national origin, physical or mental disability, gender identity and/or expression, marital status, veteran status or other characteristics protected by law.