Product Manager – Policy Administration

EquiTrust Life Insurance Company•West Des Moines, IA

9h•Hybrid

About The Position

As a Product Manager – Policy Administration, you will be responsible for leading the evolution of customer service and policy administration technology platforms, serving as the voice of both customers and internal service teams while driving continuous improvement across service technologies such as IVR, CCaaS, CRM, chat, digital self-service, and knowledge management tools. This role will work closely with Administration, Sales & Marketing, IT, Customer Experience, Training, Product Owners, Business Analysts, Subject Matter Experts, and vendor partners to ensure technology capabilities align with business strategy, customer expectations, operational efficiency, and service excellence. We are looking for candidates who are passionate about customer experience, service innovation, and technology-enabled operational excellence and bring strong product management, analytical, stakeholder management, communication, and change management skills to the team.

Requirements

High School Diploma or equivalent required.
5+ years of experience in product management, business analysis, or customer experience/service operations required.
Deep understanding of contact center operations, customer service engagement, and customer journey design.
Strong product management, prioritization, stakeholder management, and communication skills.
Ability to analyze customer interaction data, KPIs, workflow metrics, and platform performance to drive recommendations.
Experience translating business needs into product requirements, user stories, and implementation plans.
Knowledge of contact center technologies including ACD, IVR, CRM, call routing, self-service tools, and automation.
Experience evaluating vendors, emerging technologies, and solution alternatives.
Ability to manage product roadmaps, backlogs, testing efforts, pilots, and phased deployments.
Knowledge of change management practices, training coordination, and adoption strategies.
Customer-centric mindset with a focus on balancing customer experience, employee experience, and operational efficiency.
Strong problem-solving, adaptability, presentation, and cross-functional collaboration skills.
Ability to operate effectively within a regulated insurance environment and manage multiple concurrent initiatives.

Nice To Haves

Bachelor’s degree in Business, Marketing, or a related field preferred.
7+ years of experience in a technology-enabled service environment preferred.
Insurance or financial services industry experience preferred.

Responsibilities

Define and manage the product vision, roadmap, objectives, KPIs, and success metrics for service technologies.
Serve as the subject matter expert on customer service technologies and their application to scalable, efficient service experiences.
Monitor platform performance, adoption, and customer interaction data to identify opportunities for improvement.
Drive optimization initiatives involving workflows, automation, call routing, and self-service capabilities.
Evaluate emerging technologies, vendors, and solutions to improve organizational effectiveness.
Collaborate with Product Owners, Business Analysts, SMEs, and business partners to translate strategic goals into actionable requirements and measurable outcomes.
Prioritize product enhancements based on business value, feasibility, and customer impact.
Facilitate testing, pilots, and phased rollouts of new platforms and features.
Support change management efforts, including communications, training, and adoption planning.
Partner with Administration, Sales & Marketing, IT, Customer Experience, Training, and vendor teams to ensure successful implementation and integration of solutions.
Support departmental initiatives and contribute to company goals through collaboration and continuous improvement.