Senior Product Owner - Brokerage Technology Team - IFG

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Product Owner - Brokerage Technology Team - IFG based in the United States.

This senior product leadership role will shape the evolution of technology supporting Medicare brokerage and contact center operations.
You will own the product vision and roadmap across Genesys Cloud CX and Salesforce CRM, connecting business strategy with scalable technology solutions.
The role has broad visibility across sales, operations, agent contracting, commissions, compliance, call center support, and external brokerage partners.
You will translate complex business needs into prioritized product initiatives that improve agent productivity, customer experiences, and operational efficiency.
Working in a remote, cross-functional environment, you will lead delivery, remove roadblocks, manage dependencies, and influence stakeholders at multiple levels.
The position combines strategic product ownership with hands-on collaboration across cloud contact center, CRM, analytics, and integration technologies.
It offers an opportunity to drive meaningful digital transformation in a highly regulated healthcare and Medicare environment.

• Define and execute the product vision, strategy, roadmap, and backlog for the Medicare contact center technology ecosystem, with primary ownership of Genesys Cloud CX and Salesforce CRM.
• Prioritize initiatives based on customer experience, agent productivity, operational efficiency, business value, and strategic objectives.
• Serve as the key liaison between business stakeholders, technology teams, and external technology and vendor partners.
• Ensure technology solutions support carrier-agnostic brokerage operations and broader business objectives.
• Oversee the configuration, integration, performance, and continuous optimization of Genesys Cloud CX, including IVR, call routing, workforce management, omnichannel capabilities, and reporting.
• Lead the evaluation and implementation of new contact center capabilities while managing vendor relationships, service levels, and platform performance.
• Own the evolution of Salesforce CRM across Medicare sales, enrollment, agent management, and customer service processes.
• Drive integration between Salesforce and Genesys Cloud CX, including CTI, screen pops, interaction tracking, call logging, and workflow automation.
• Collaborate with Salesforce administrators, developers, architects, and third-party partners on enhancements, releases, and modernization initiatives.
• Maintain strong data quality, governance, consistency, and adoption across customer, member, agent, and broker information.
• Gather requirements and align priorities with stakeholders across sales, operations, compliance, agent contracting, commissions, call center support, and external brokerage organizations.
• Facilitate Agile delivery, remove roadblocks, manage dependencies, and communicate product strategy, roadmap progress, and outcomes to executive and operational stakeholders.
• Ensure telephony and CRM solutions meet applicable CMS, Medicare, regulatory, and internal governance requirements.
• Establish KPIs, dashboards, and reporting frameworks to measure customer experience, agent effectiveness, and operational performance.
• Use data-driven insights to identify improvement opportunities and guide product prioritization and strategic decision-making.

Requirements:

• Authorized to work for any U.S. employer without current or future employment visa sponsorship.
• 5+ years of experience as a Product Owner or in a comparable product management role, preferably within a call center or healthcare environment.
• Strong hands-on knowledge of Salesforce and Genesys Cloud CX.
• Experience supporting Medicare sales operations, ideally within an FMO, brokerage, or comparable environment.
• Understanding of carrier-agnostic workflows and CMS compliance requirements.
• Demonstrated ability to manage product roadmaps, backlogs, user stories, releases, and Agile delivery processes.
• Strong stakeholder management, communication, negotiation, and influencing capabilities across technical and non-technical teams.
• Experience with Agile/Scrum methodologies and tools such as Jira and Confluence.
• Experience integrating cloud-based telephony or contact center platforms with CRM solutions is preferred.
• Knowledge of broker onboarding, lead distribution, call tracking, and related brokerage workflows is advantageous.
• Technical understanding of APIs, integrations, and cloud-based contact center architecture.
• Strong analytical and problem-solving skills, with the ability to translate business needs into scalable technology solutions.
• Ability to work effectively in a remote environment and collaborate during standard U.S. business operations.
• Ability to maintain a dedicated, interruption-free workspace and reliable internet connection suitable for handling sensitive information.
• Occasional travel for training or meetings may be required.

Benefits:

• Annual base salary range of approximately $94,900–$130,500, depending on location, experience, skills, education, certifications, and other relevant factors.
• Eligibility for a performance-based bonus incentive plan.
• Medical, dental, and vision insurance options.
• 401(k) retirement savings plan.
• Paid time off, company and personal holidays.
• Paid parental and caregiver leave.
• Short-term and long-term disability coverage.
• Life insurance.
• Additional programs supporting employee wellness and whole-person well-being.
• Fully remote work arrangement within the United States.
• 40-hour standard workweek.
• Opportunity to lead high-visibility digital transformation initiatives across brokerage, healthcare, CRM, and contact center technology.
• Collaboration with senior business, technology, operational, and external brokerage stakeholders.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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