Sr Product Manager

Job Title

This job focuses on leveraging data to derive insights that align with the product's shared vision and customer needs. It involves gathering customer experience insights to inform product requirements and analyzing research, market data, and usability studies for data-driven decision-making. Responsibilities include monitoring product profitability and budget, leading sprint planning, daily standups, and retrospectives to ensure effective execution, and collaborating with content developers, data scientists, product designers, and user experience researchers to uncover new opportunities. This job is an individual contributor.

Job Description

Essential Responsibilities:

• Uses data to build insights on product or platform requirements consistent with the shared vision for the product.
• Gathers insights from the customer experience and customer needs to input to product requirements
• Analyzes research, market analysis and usability studies, research and market analysis to support data-driven decision making
• Monitors product profitability measures, including budget.
• Lead sprint planning, daily standups and retrospectives to drive execution. Interfaces with product and technology leadership as needed.
• Partners with content developers, data scientists, product designers and user experience researchers to identify new opportunities.

Minimum Qualifications:

• 3+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience.

Additional Responsibilities & Preferred Qualifications :

• Hands-on experience with end-to-end collections workflows: delinquency segmentation, treatment strategy, outreach orchestration (channel, timing, and contact frequency), payment plans, hardship programs, and dispute handling.
• Experience designing and launching conversational AI products (voice, chat, or messaging) in customer-facing or servicing contexts, including conversation design, intent and escalation handling, and human-handoff models.
• Hands-on experience with agentic AI systems: LLM-based agents, tool/function calling, orchestration frameworks, guardrails, evaluation strategies, and human-in-the-loop controls.
• Experience leading the transition from rules-based or manual workflows to agent-driven automation, including phased rollout, change management, and operations adoption.
• Ability to define and measure conversational and agent performance, such as containment and resolution rates, promise-to-pay and cure rates, policy-violation rates, customer satisfaction, and cost per resolution.
• Track record of using experimentation (champion/challenger, A/B testing) to improve roll rates, cure rates, recovery, and cost to collect.
• Strong grasp of collections regulations, such as FDCPA, Regulation F, CFPB/UDAAP, TCPA, state licensing, and contact and consent rules. You can translate them into product requirements and controls.
• Experience building compliance controls into regulated and AI-driven interactions, including disclosures, consent and recording, contact-frequency limits, decision logging, auditability, and model governance.
• Technical fluency with platform and API products, including API design and versioning, event-driven architectures, and decisioning or rules engines. You can partner credibly with engineering on build-versus-buy and scalability trade-offs.
• Experience managing integrations and partners such as servicing platforms, payment processors, credit bureaus, collection agencies, dialers, and communications providers.
• Ability to build a multi-year platform roadmap that balances business strategy, regulatory commitments, and technical debt, and to influence senior stakeholders across Risk, Legal, Compliance, Operations, and Engineering.
• Excellent written and verbal communication, including turning complex regulatory and technical topics into clear requirements and executive narratives.