Product Manager - Lead Management

Upbound Group Inc.; Plano (TX); On-site; USD 110,000 - 150,000; Full time

Job summary

Upbound Group Inc. in Plano, TX is seeking a Product Manager, Sales Lead Management to own how customer leads move from first interest to a signed rental agreement across online and in-store channels.

Built on Salesforce, this role connects Acima and Rent-A-Center customer intent to the right associate at the right time with the context needed to close. You will design end-to-end lead workflows, collaborate with Store Operations, Sales, and regional leadership, and ship scalable Salesforce

Qualifications

• 3–5+ years of product management experience building CRM/lead management products.
• Hands-on experience with Salesforce (Sales Cloud/Service Cloud) and lead/opportunity objects, flows, routing.
• Experience with chat, text, and IVA CX tooling and automation/AI workflows.
• Design workflows spanning digital and in-store channels, including handoffs.
• Data-driven decisions using funnel analysis and conversion metrics.
• Partner with Sales or Store Operations to understand frontline workflows.
• Ability to write clear, actionable requirements for engineering.
• Proven end-to-end product ownership from idea through launch.
• Organized, proactive, and able to navigate ambiguity.
• Bachelor's degree or equivalent practical experience.

Responsibilities

• Own and evolve the Sales Lead Management roadmap on Salesforce across online and in-store channels.
• Expand CX tooling across chat, text, and IVA channels with automation capabilities.
• Design end-to-end lead workflows connecting digital intent to in-store action.
• Translate frontline needs into clear requirements for engineering and Salesforce teams.
• Collaborate with Engineering, Salesforce, Analytics to ship scalable solutions.
• Establish and track metrics like lead response time, conversion, and handoff quality.
• Communicate strategy, progress, risks, and insights to leadership.

Skills

Product management

Salesforce

Data-driven decisions

Cross-functional collaboration

CRM/lead management

Experimentation

Requirements writing

Product lifecycle management

Education

Bachelor's degree or equivalent

Tools

Salesforce (Sales Cloud/Service Cloud)

Job description

Product Manager - Lead Management

Location : Plano TX

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.

What You'll Do

• 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.

What You'll Need

• 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.

Sponsorship

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.