Senior Product Manager, Consumer Servicing

In this role, you'll play a pivotal role in shaping the experience of how millions of people get help—and how our internal teams deliver it. Deeply understand our customers and agents—what they need, what they expect, and where they struggle—through research, data, and constant iteration. Champion operational excellence—work closely with our Servicing and Operations teams to streamline workflows, reduce complexity, and unlock new levels of productivity. Design for scale through AI and automation—identify high-leverage areas where intelligent automation can boost agent efficiency and reduce contact volume, and lead build-vs-buy evaluations for AI tooling that enhances customer and agent experiences. Drive an ambitious, thoughtful roadmap—identify impactful opportunities, prioritize ruthlessly, and guide execution from concept to launch and beyond. Translate insights into strategy—define a clear product vision informed by market trends, competitive analysis, behavioral data, and frontline feedback. Instrument and measure the right things—define metrics that matter, set clear success criteria, and use experimentation to drive performance improvements Build for the long game—design scalable systems that can support a growing business, new contact channels, and ever-increasing expectations for speed and quality. Collaborate across the org—partner deeply with Engineering, Design, Analytics, Ops, Legal, and senior leaders to drive aligned, cross-functional progress. Own ambiguity and unlock innovation—navigate tradeoffs, bring clarity to chaos, and lead with conviction in a fast-paced, constantly evolving environment.