Senior Product Manager

GoodLeap • San Francisco, CA

24d • $150,000 - $205,000

About The Position

The Senior Product Manager, Servicing – Customer Experience will own the end-to-end customer experience for servicing journeys, with an initial and deep focus on delinquency and at-risk customers. This role is responsible for designing scalable, compliant, and empathetic solutions that help customers self-serve, recover successfully —while reducing operational cost and complexity.
This PM will work at the intersection of customer experience, servicing operations, risk outcomes, and AI-powered automation, partnering closely with Engineering, Data, Servicing Operations, Legal/Compliance, and Portfolio Management. Success in this role is measured not only by experience quality, but by tangible improvements in delinquency outcomes, self-service adoption, and cost-to-serve.

Requirements

• Ability to flex between strategy and execution seamlessly and energized by a dynamic and fast-moving work environment.
• Strong product management skills, experience with client journeys, and demonstrated ability to synthesize data.
• Technical background with a keen understanding of broader business needs and strategy; ties product metrics to business goals
• Proficient in defining complex user stories, with thorough acceptance criteria and use cases.
• Deep user empathy and understanding of user needs, and ability to propose credible novel solutions that meet those needs.
• A passion for digital innovation and commitment to superb customer experience
• Adept with Agile, Lean Start Up, and Design Thinking; experience with A/B Testing
• Superior communication skills, able to communicate complex messages and trade-offs, and be able to tell a compelling story.
• Experience working in a collaborative multi-disciplinary team within an interactive process and an Agile development methodology.
• Self-starter with outstanding organizational skills
• Curiosity to continually reevaluate existing designs.
• Effective in leading cross-functionally, cross-enterprise and work effectively with various levels of the organization as well as various personality types.
• Partner effectively with internal partners and stakeholders to develop product ideas.
• Manage risks effectively and ensures products meet compliance, and legal standards.

Nice To Haves

• Good understanding and/or experience with financial services regulations is a plus.

Responsibilities

• Product Strategy – Work closely with senior leaders to define and evolve the product vision for servicing customer experiences, with an initial and deep focus on self-service and at-risk customer journeys. Develop a clear strategy for improving customer outcomes, self-service adoption, and operational efficiency, informed by customer insights, servicing data, and portfolio performance. Continuously evaluate product performance against business objectives (e.g., delinquency outcomes, cost-to-serve, customer satisfaction) and adjust strategy as needed while balancing risk, compliance, cost, and customer impact.
• Execution – Own end-to-end execution of servicing product initiatives, including discovery, requirements definition, backlog management, development, testing, and launch. Lead the delivery of digital and AI-enabled customer experiences across channels such as web, chat, text, IVR, and agent-assisted flows. Partner closely with Engineering, Design, Data, Legal/Compliance, and Servicing Operations to ensure solutions are scalable, compliant, and operationally viable. Coordinate go-to-market activities and ensure smooth rollout and adoption.
• Process Optimization– Partner deeply with Servicing Operations to understand existing workflows, constraints, and failure points. Identify and prioritize opportunities to automate and optimize processes between customers and operations teams, reducing manual effort, repeat contacts, and cost-to-serve.
• Leadership – Provide product leadership within the delivery squad by motivating and aligning engineering and cross-functional partners around shared goals and outcomes. Foster strong working relationships across Product, Engineering, Servicing Operations, Portfolio Management, Legal, and Marketing. Model effective decision-making, ownership, and accountability, and contribute to a culture of trust, learning, and continuous improvement.
• Communication and Reporting – Regularly provide updates to senior leaders, stakeholders, partners, squad members, etc. Define and monitor success metrics for servicing and delinquency initiatives, using data, experimentation, and customer feedback to inform prioritization and iteration. Share insights and learnings to drive alignment, transparency, and ongoing improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees