Senior Product Manager – Digital Channels & Customer Experience - Salesforce

Compensation & Location

Location: Torrance, CA

Pay Range: $74.00 – $81.00 per hour (based on experience and internal equity)

Schedule: Full-time, contract; long-term opportunity

Work Type: 4 days on site, 1 day remote

Benefits: Health, Vision, Dental, Life Insurance, 401k, Continuing and on-demand education

📍 You must be willing to work in Torrance, CA

‼️ ONLY W2 – NO CORP to CORP – NO 3rd Parties

✅ Sponsorship is AVAILABLE for this role

Position Summary

We are seeking a Senior Product Owner to lead the strategy, delivery, and ongoing optimization of customer-facing digital products supporting finance customers across web, mobile, customer service, and communication platforms.

This role requires a strong blend of product strategy, leadership, Agile delivery, Salesforce platform expertise, and customer experience excellence. The ideal candidate has experience leading cross-functional teams, managing digital products at scale, driving roadmap development, and delivering customer-facing solutions for Fortune 500 organizations.

This is a highly visible leadership role responsible for product vision, roadmap planning, operational excellence, vendor management, and continuous improvement across critical digital channels.

Key Responsibilities

• Lead Product Owners, Business Analysts, UX resources, QA teams, and Agile delivery teams
• Develop and execute long-term product roadmaps aligned with business objectives and customer needs
• Partner with business, CX, development, testing, marketing, legal, and executive stakeholders to define and deliver strategic initiatives
• Create, prioritize, and manage product backlogs, user stories, and business requirements
• Oversee product design, development, testing, launch, and post-production support activities
• Maintain platform health, operational continuity, license management, and cost management activities
• Drive product enhancements, large-scale initiatives, and continuous improvement efforts
• Support procurement activities including vendor evaluations, RFI/RFP processes, and tool selection decisions
• Monitor platform performance, technical debt, utilization metrics, and improvement plans
• Provide executive-level communication, reporting, and strategic recommendations
• Ensure high standards for quality, delivery, customer experience, and operational excellence
• Lead incident triage, production support, and issue resolution efforts

What You'll Be Working On

• Finance customer websites supporting self-service account management
• Finance mobile application initiatives and digital payment capabilities
• Customer service agent console and knowledge management platforms
• Customer communications platforms including email, SMS, notifications, and message center solutions
• Salesforce platform strategy, optimization, and roadmap execution
• Large-scale digital transformation and customer experience initiatives
• Cross-functional Agile product delivery and operational support

Required Skills & Experience

• 5–8 years of product management, product development, or product operations experience supporting customer-facing digital products
• 5–7 years of leadership experience managing cross-functional business and technology teams
• Experience delivering enterprise digital products for Fortune 500 organizations
• Strong product roadmap development and strategic planning experience
• Experience leading Agile teams and working within Scrum or SAFe Agile environments
• Strong Salesforce platform knowledge and product strategy experience
• Experience managing production support, operational continuity, incident management, and platform stability
• Experience driving procurement processes including vendor evaluations and RFI/RFP initiatives
• Strong analytical, decision-making, and problem-solving capabilities
• Excellent written and verbal communication skills with the ability to influence executive leadership
• Experience managing budgets, forecasts, and operational planning
• Bachelor's degree required
• Agile Product Owner or Scrum Master certification preferred (SAFe Agile strongly preferred)
• Ability to obtain Salesforce Administrator Certification within the first year if not already certified
• Stable work history within large enterprise organizations
• 3 years of Big 4 consulting experience preferred

Desired Skills

• Salesforce certifications
• Mobile application product management experience
• Payments, financial services, or captive finance industry experience
• Customer experience (CX) and digital transformation expertise
• Experience managing mixed teams across business, IT, vendors, and offshore resources
• Strong understanding of platform governance, technical debt management, and operational excellence
• Experience supporting high-volume customer-facing applications serving millions of users
• Ability to inspire innovation and drive organizational change through product leadership