Director of Product Management - Claims & Customer Service
JM Family•Deerfield Beach, FL
•Hybrid
About The Position
Director of Product Management - Claims & Customer Service leads the Claims & Customer Service product portfolio by partnering with business leaders to identify, prioritize, and deliver technology-driven capabilities that improve customer experience, automate service operations, and create measurable business value. This role bridges business strategy and technical execution while helping shape a new enterprise product operating model and driving product strategy, stakeholder alignment, and execution across Agile delivery teams.
Requirements
- Prior experience as a Product Manager is required and non-negotiable, with demonstrated ownership of product strategy, roadmaps, prioritization, and delivery outcomes
- Demonstrated success owning both product strategy and product execution through Agile delivery teams
- Experience leading customer service, claims, case management, contact center, customer support, or service digitization initiatives
- Strong understanding of customer service automation, workflow orchestration, self-service solutions, telephony platforms, chatbot technologies, and customer engagement capabilities
- Experience translating business needs into technical capabilities and actionable product roadmaps
- Experience building and prioritizing backlogs, conducting PI planning, and driving product outcomes through Agile methodologies
- Ability to influence senior leaders and effectively partner across business and technology organizations
- Strong analytical skills with experience measuring value through KPIs, operational efficiency metrics, and customer outcomes
- Experience evaluating vendors, third-party platforms, integrations, and technology solutions
- Comfort operating in ambiguity and helping shape new processes, organizations, and operating models
- Strong product management background is required; candidates seeking their first product leadership role will not be considered
Nice To Haves
- Industry experience in automotive or F&I is preferred but not required
Responsibilities
- Own product strategy and roadmap for Claims and Customer Service capabilities aligned to business priorities and customer outcomes
- Partner closely with Customer Service leadership to execute a defined roadmap focused on automation, digitization, customer self-service, and operational efficiency
- Lead Product Owners, Agile teams, analysts, and engineers to deliver high-value capabilities
- Help mature and scale a newly formed product organization by establishing planning, prioritization, governance, and product management best practices
- Translate business opportunities into technical solutions, requirements, and delivery roadmaps
- Evaluate build, buy, partner, integration, and platform options to solve business challenges
- Drive PI planning, backlog prioritization, release planning, and value realization activities
- Use KPIs and measurable outcomes to assess performance, productivity gains, adoption, and ROI
- Influence stakeholders through strong communication, business case development, and funding recommendations
- Identify innovative solutions including customer portals, omnichannel experiences, self-service capabilities, telephony integration, chatbots, workflow automation, and digital engagement models
- Partner with leadership to continuously identify new opportunities that improve customer experience and create operational efficiencies
- Establish alignment between business, product, and technology teams to ensure successful delivery and adoption
Benefits
- Equal Employment Opportunity employer
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
