Product Leader, Telecommunications Platform

OneMain is an innovative, digital-focused company who is transforming the way our customers think about and use financial products. The Digital team is focused on developing innovative financial products and transforming the customer experience. Our digital strategy involves building products and platforms to serve customers through online channels and to support our traditional branch network. 

The Product Leader for Telecommunication Platform, is responsible for defining and executing the product roadmap for the organization's enterprise contact center platform. This role will drive the development and go-to-market strategy for a unified platform that enables seamless omnichannel communication across all customer touchpoints, including contact center and branch interactions. The Director will work closely with cross-functional teams (engineering, design, operations, sales, and customer success) to deliver innovative solutions that enhance customer experience, drive business growth, and improve operational efficiency.

Essential Duties and Responsibilities:

• Define and articulate the product vision, strategy, and roadmap for the enterprise contact center platform, aligning with the overall business objectives and omnichannel customer experience strategy.

• Conduct market research and competitive analysis to identify market trends, customer needs, and competitive advantages.

• Advocate for a customer-first approach by leveraging customer feedback, data insights, and analytics to shape product features and improve overall service quality.

• Conduct user research and gather agent and customer feedback to continuously improve the product offering.

• Develop and maintain a comprehensive product backlog, prioritizing features and functionalities based on business value and customer impact.

• Collaborate with engineering teams to translate product requirements into technical specifications and ensure successful product delivery.

• Work closely with design teams to create intuitive and user-friendly customer and agent experiences across all channels.

• Define, track and utilize performance metrics and KPIs (e.g., CSAT, FCR, average handle time, etc.) to assess platform success, identify areas for improvement, and ensure the platform scales effectively with business growth.

• Develop and execute go-to-market strategies in coordination with operations and business teams, and manage the lifecycle of product changes, ensuring smooth rollout of new features, and providing necessary training and support to call center teams and branches.

• Collaborate with operations and business teams to educate and inform stakeholders about the value proposition of the platform.

• Stay abreast of industry trends and best practices in contact center technology, omnichannel communication, and customer experience.

• Build, mentor, and lead a high-performing team of product managers and cross-functional team members. Foster a culture of collaboration, innovation, and accountability.

Qualifications:

• Bachelors in business or technology or related field

• 8+ years of product management experience, with at least 3+ years in a leadership role focused on contact center technologies (CCaaS) or unified communications platforms (UCaaS). Experience managing both CCaaS and UCaaS is a plus.

• Strong knowledge of UCaaS and CCaaS platforms (e.g., Amazon Connect, Cisco, Genesys, Five9, Nice etc.) as well as communication tools for voice, video, chat, and collaboration. Experience with cloud-based contact center solutions and integrations with other business systems (e.g., CRM, workforce management tools).

• Proven experience leading cross-functional teams, delivering complex product solutions, and defining product roadmaps that balance both short-term needs and long-term strategic goals.

• Deep knowledge and experience on migration from legacy call center platforms to cloud hosted modern platforms.

• Demonstrated experience in integrating multiple communication channels (voice, chat, email, video) to create a seamless customer and employee experience. Knowledge of both customer service and internal collaboration technologies is key.

• Deep understanding of how both customer-facing communication (CCaaS) and internal collaboration (UCaaS) impact customer satisfaction, employee efficiency, and business outcomes.

• Proven experience in building, presenting, driving, and tracking business cases.

• Proven ability to lead and mentor high-performing teams. Experience working with senior leadership and across departments to influence strategy and execution.

• Strong analytical skills, with the ability to leverage data and performance metrics to make decisions and measure success. Familiarity with key performance indicators for both UCaaS and CCaaS platforms.

Preferred:

• Preferred experience with AI-driven tools (e.g., chatbots, virtual assistants) and workflow automation in both UCaaS and CCaaS environments. Familiarity with modern workforce management (WFM) and employee engagement tools.

Location:

This role is Hybrid. You should be located within a commutable distance to one of our offices located in New York City, NY, Wilmington, DE, Baltimore, MD, Charlotte, NC, Fort Worth, TX or Irving, TX with expectations of being in the office Tuesday, Wednesday and Thursday.

Salary:
Target base salary range in Baltimore, MD and New York, NY is $170k-210k, which is based on various factors including skills and work experience. In addition to base salary, this role is eligible for a competitive compensation program that is based on individual and company performance.

Who We Are

OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. Since 1912, we’ve looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans, credit cards and other products help people borrow better and work toward a brighter future.

Driven collaborators and innovators, our team thrives on transformative digital thinking, customer-first energy and flexible work arrangements that grow lives, careers and our company. At every level, we’re committed to an inclusive culture, career development, and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. There’s never been a better time to shine with OneMain.

Because team members at their best means OneMain at our best, we provide opportunities and benefits that make their health and careers a priority. That’s why we’ve packed our comprehensive benefits package for full- and some part-timers with: 

• Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances 

• Up to 4% matching 401(k)   

• Employee Stock Purchase Plan (10% share discount)   

• Tuition reimbursement   

• Paid time off (15 days’ vacation per year, plus 2 personal days, prorated based on start date) 

• Paid sick leave as determined by state or local ordinance, prorated based on start date 

• Paid holidays (7 days per year, based on start date) 

• Paid volunteer time (3 days per year, prorated based on start date)