Product Manager - Lead Management

Upbound Group•Plano, TX

29d•Onsite

About The Position

Upbound's purpose is to elevate financial opportunity for all. We support customers and retailers through connected experiences that make essential products more accessible and help businesses thrive. We are seeking a Product Manager, Sales Lead Management to own how customer leads move from first interest to a signed rental agreement, across both online and in-store channels. Built on Salesforce, this product connects Acima and Rent-A-Center customer intent, wherever it originates, to the right associate at the right time, with the context needed to close. This role owns the systems that capture, route, qualify, and track leads, and partners closely with Store Operations and Sales to make sure every customer gets a fast, informed, and trustworthy path to getting their agreement executed.

Requirements

3-5+ years of product management experience building and improving CRM, sales, or lead management products.
Hands-on experience with Salesforce (Sales Cloud and/or Service Cloud); familiarity with lead/opportunity objects, flows, and routing/assignment configuration strongly preferred.
Experience with customer experience tooling across chat, text, and IVA platforms, along with agentic experience building or deploying automation and AI-driven workflows.
Experience designing workflows that span digital and in-person/retail channels, including handoffs between online intent and in-store or associate-led follow-up.
Comfort using data and experimentation to guide decisions, including funnel analysis, conversion metrics, and feature impact measurement.
Experience partnering with Sales or Store Operations teams to understand frontline workflows and constraints.
A solid understanding of software development and the ability to write clear, actionable requirements for engineering and Salesforce teams.
Proven experience owning products from idea through launch and continuous iteration in fast-paced environments.
A proactive and organized working style with strong judgment in ambiguous problem spaces.
A Bachelor's degree in a related field or equivalent practical experience.

Responsibilities

Own and evolve the Sales Lead Management roadmap on Salesforce, prioritizing improvements to lead capture, routing, assignment, and follow-up across online and in-store channels.
Own and expand customer experience tooling across chat, text, and IVA (Intelligent Virtual Assistant) channels, including agentic automation capabilities that streamline associate and customer interactions.
Design end-to-end lead workflows that connect digital intent (web and mobile applications, pre-qualification, online lead forms) to in-store associate action.
Partner with Store Operations, Sales, and District/Regional leadership to understand how associates work leads day to day, and translate that into requirements that reduce friction and speed up time-to-contact.
Work with Engineering, Salesforce administrators/architects, Analytics, and Data to define requirements, evaluate technical tradeoffs, and ship scalable solutions within the Salesforce ecosystem.
Establish and track the metrics that matter: lead response time, contact and qualification rates, lead-to-agreement conversion, and channel handoff quality.
Use experimentation and analytics to test changes to routing logic, assignment rules, and follow-up cadences, and validate impact on conversion to executed agreements.
Balance associate workload, customer experience, data quality, and system performance when making product tradeoffs.
Ensure a cohesive experience across Acima and Rent-A-Center, accounting for differences in how each brand's leads are generated and worked in-store.
Communicate strategy, progress, risks, and insights clearly to senior leadership and cross-functional partners.