Senior Product Manager, Operations
Core
Own the vision, strategy, and delivery of operations and support platform capabilities to scale efficient, high-quality member experiences.
Role type
Senior Product Manager, Operations
Builds
Self-service experiences, agent tooling, workflow automation, case management, and omnichannel support capabilities
Domain
Fintech / Financial Services / Operations Technology
Deliverable
product features
Required skills
Product strategy and roadmap definition, Cross-functional leadership, Operational efficiency analysis, Stakeholder alignment, Data-driven decision making, Internal tool and workflow system design
Preferred skills
Self-service and customer support product experience, Omnichannel service experience (chat, voice, in-app), Fintech or regulated industry background
Technologies
Workflow automation systems, Case management platforms, Omnichannel support tools
Responsibilities
Create and articulate product vision and roadmap aligned with business objectives, Identify opportunities to improve efficiency and accuracy in member support journeys, Partner with engineering and design throughout the product lifecycle, Define and measure success metrics for operational efficiency, Balance member, agent, business, and technical needs for prioritization, Communicate product strategy and outcomes to leadership
Seniority
Senior, hands-on IC