Senior Product Owner

Liberty Mutual Insurance•Boston, MA

15h•$137,000 - $257,000•Hybrid

About The Position

USRM Claims & Service is seeking a Senior Manager, Product Owner to lead the Service Platforms & Enablement portfolio within Service Solutions. The role owns the backend platform powering servicing across customer portals, the customer mobile app, IVR, internal employee servicing (CREST), IA Customer Servicing, HQueue, and other applications. The portfolio spans billing, policy, party, documents, communications, customer identification and access management (Auth0), and Trove, which supports cross-sell, up-sell, and down-sell recommendations. It also plays a central role in Frontier, the enterprise policy modernization effort. This newly elevated leadership position reports to the Senior Director, Product Owner, Service. The role sets the portfolio vision and investment direction, and leads product owners who develop reusable services that support consistent experiences across customer channels. The position requires two in-office days per week for candidates residing within 50 miles of Columbus, Ohio; Seattle, Washington; Boston, Massachusetts; Portsmouth, New Hampshire; Indianapolis, Indiana; or Plano, Texas. Candidates outside those areas work remotely.

Requirements

Bachelor’s degree in a relevant field, such as business or computer science, or equivalent qualifications as described in the posting.
A minimum of 10 years’ experience in business, engineering, technology, and/or consulting.
Advanced knowledge of Agile development methodologies.
High level of business expertise to set clear priorities for products and understand business-value impacts.
Technical proficiency to oversee quarterly and sprint planning and contribute an informed, independent perspective.
Strong influencing skills, including the ability to serve as a decision maker with business partners and to dissent when appropriate.
Ability to influence a diverse group of stakeholders through strong leadership.
Ability to coach and inspire direct reports and matrixed teams.
Comfort making decisions amid uncertainty in a fast-paced environment.
Excellent oral and written communication skills, with the ability to convey information clearly and concisely.

Nice To Haves

Master’s degree.
Insurance or financial services experience, especially in policy, billing, or customer servicing.
Background in customer identity and access management, such as Auth0, OAuth, or single sign-on.
Experience with personalization, recommendation, or cross-sell capabilities.
Experience leading large-scale modernization or legacy migration programs.
A track record of leading product owners or product managers, ideally across multiple teams or portfolios.
Experience owning platform, shared-service, or API-based products serving multiple internal clients or channels.
Technical fluency to work with architects and engineers on quarterly and sprint planning and make informed tradeoffs on scope, sequencing, and risk.
Proven ability to influence senior stakeholders without direct authority.
Skill translating business strategy into a clear roadmap with measurable outcomes.
Comfort making decisions amid ambiguity, competing priorities, and shifting timelines.
Clear, concise communication with technical and business audiences.

Responsibilities

Set the vision, strategy, and multi-year roadmap for the Service Platforms & Enablement portfolio, translating it into feature strategies for teams to execute.
Manage the platform portfolio end to end, including adoption strategy, prioritization, investment decisions, dependency management, and stakeholder alignment across consuming products and channels.
Drive platform readiness for Frontier across policy, party, endorsements, billing, Trove, and related areas, balancing speed to market with outcomes and delivery risk.
Champion reuse, simplicity, and consistency; make shared services and experience-centric APIs easy for consuming teams to adopt, retire legacy artifacts, and lower total cost of ownership.
Lead the strategy for Customer Identification & Access Management (Auth0) to support secure, seamless sign-in across portals and apps.
Shape the consistent delivery of customer intelligence, including Trove recommendations, across channels to support growth and retention.
Be accountable for portfolio-level KPIs and outcomes, connecting platform priorities to Service goals and enterprise modernization objectives.
Own portfolio backlog grooming, prioritization, and refinement in a highly matrixed organization, collaborating with Service, Claims, Product, and Distribution partners.
Partner with IT and business leaders to drive technology modernization alongside business delivery; lead feasibility, cost, and tradeoff analysis for planned programs.
Manage effectively across portfolios and roadmaps.
Lead, coach, and develop a team of product owners, including full-time employees and contractors, fostering ownership, clarity, and strong cross-team partnership.