Director, Product Management - Operations

LendingClub•Lehi, UT

1d•Hybrid

About The Position

Are you passionate about building intuitive, powerful tools that make Contact Center agents’ lives dramatically easier? Do you get frustrated when internal users are stuck with outdated, fragmented workflows? Do you believe operational tools should be as elegant and efficient as the experiences we craft for our customers? If so, this is your opportunity to elevate the operational backbone of LendingClub. We are looking for a Director of Product Management to lead our product strategy for Operations and Contact Center internal applications—the systems that enable agents to deliver exceptional service, resolve member needs quickly, and operate with consistency and confidence. In this role, you will define our long-term vision for agent tooling, lead product discovery across complex operational domains, and guide a high performing product team to deliver measurable efficiency and quality improvements across LendingClub Operations. Success in this role is defined by impact: clearer workflows, reduced handle time, improved agent productivity, higher service quality, and a modernized operational platform that scales with the business.

Requirements

10+ years of product management experience, including senior leadership roles
Bachelor’s degree in a related field; or equivalent work experience
Proven track record improving operational velocity, consistency, or service quality through product innovation
Strong product judgement and ability to operate in regulated environments
Demonstrated ability to influence senior stakeholders and drive clarity in complex, cross-functional spaces
Skilled at balancing user needs, business goals, technical realities, and risk constraints
Comfortable making decisions with incomplete information, guided by data and structured learning
Exceptional communication skills with the ability to drive alignment across teams and levels

Nice To Haves

Experience building or leading internal tools, operational platforms, or contact center technologies (preferred)

Responsibilities

Product Vision & Strategy Define a compelling product vision and strategy for internal Operations platforms, workflows, and agent tools
Translate operational pain points and business goals into an outcome driven roadmap grounded in impact
Prioritize investments using clear success metrics, tradeoffs, and alignment with enterprise operational strategy
Serve as a strategic thought partner to senior Operations and Lending leadership
Product Discovery & Outcome Ownership Lead rigorous discovery to understand agent behavior, workflow inefficiencies, system gaps, and operational friction
Validate solutions using research, prototyping, data, and experimentation
Ensure every initiative has clear, measurable success criteria tied to operational performance (AHT, QA, productivity, accuracy, etc.)
Foster a learning driven culture where teams iterate quickly and stop work that is not delivering impact
Execution & Delivery Excellence Drive delivery of internal tools and platform enhancements that materially improve agent efficiency, service quality, and operational scalability
Partner with engineering and design to balance speed, technical feasibility, user experience, and long-term platform health
Use insights from telemetry, qualitative feedback, and operational data to inform ongoing prioritization and continuous improvement
Ensure internal tools meet regulatory, security, and risk requirements without compromising usability
People & Organizational Leadership Lead, mentor, and grow a high performing product team dedicated to operational excellence
Build strong product leadership capability and cultivate a culture of ownership, curiosity, and accountability
Develop clear operating mechanisms across product, operations, and tech teams
Cross-functional & Executive Leadership Serve as the primary product management leader for operations tooling across personal loans
Influence decisions across technology, data, operations, risk, compliance, and servicing to ensure alignment and platform scalability
Communicate roadmap, priorities, progress, and results clearly to senior and executive stakeholders
Build strong, trust-based partnerships with operations leaders and other cross-functional executives