Product Strategist

Promise•Oakland, CA

About The Position

Promise is seeking a user and performance obsessed Product Strategist to lead the strategy and development of our flagship product PromisePay, a flexible payments platform for utilities and government agencies. This role focuses on optimizing enrollment experiences and improving plan performance — ensuring that every customer, especially those from low-income or underbanked communities, has a dignified, low-friction way to repay past-due balances and maintain access to essential services. You’ll work cross-functionally to drive enrollment growth, repayment success, and partner satisfaction, while navigating the operational and technical complexities of working with utility CIS systems and government IT environments.

Requirements

3–8 years of product management experience, ideally in FinTech, payments, or utilities.
Proven track record of improving user flows, driving measurable product outcomes, and launching customer-facing features in complex environments.
Strong analytical and data-driven mindset, with experience leveraging metrics to make decisions and demonstrate impact.
Excellent communication and collaboration skills, with the ability to translate between business, technical, and partner contexts.
Experience working cross-functionally with engineering, design, operations, and partner-facing teams.
Willingness to travel up to 25% to customer or partner sites.

Nice To Haves

Experience with regulated utilities, municipalities, or government programs.
Familiarity with compliance and privacy standards in payments (e.g., PCI DSS, SOC2, HIPAA).
Experience designing for low-income, underbanked, or public-sector populations.

Responsibilities

Lead PromisePay Enrollment Experience
Own the end-to-end user journey for enrolling in PromisePay payment plans.
Identify and eliminate friction points that prevent billpayers from completing enrollment, with a focus on accessibility, trust, and usability.
Partner closely with Design and Engineering to deliver fast, intuitive, mobile-first experiences that drive higher conversion rates.
Improve Plan Performance
Design and launch features that boost repayment rates, reduce drop-offs, and increase recovery of missed payments.
Use behavioral data and A/B testing to understand what drives plan success and implement interventions that support sustained repayment.
Partner with Clients and Stakeholders
Collaborate with utility and government partners to ensure product features align with regulatory, compliance, and operational needs.
Translate partner feedback and policy constraints into actionable product requirements that improve client outcomes — including higher revenue recovery and customer satisfaction.
Leverage Data & Insights
Use analytics platforms like Amplitude, Mixpanel, or Fullstory to track and improve key metrics such as enrollment conversion, payment completion rates, and user satisfaction.
Work closely with the Data and CX teams to identify insights that inform roadmap priorities and growth strategies.
Drive Operational and Ethical Excellence
Ensure all payment experiences adhere to privacy, compliance, and ethical standards, maintaining Promise’s commitment to dignity, transparency, and trust.
Partner with Engineering and Legal to ensure compliance with PCI DSS, privacy regulations, and local government requirements.