Job Description
The Senior Product Manager, Servicing Customer Experience, is responsible for overseeing the end-to-end customer journey related to servicing, with a focus on delinquency and at-risk customers, designing scalable and empathetic solutions to improve outcomes, self-service adoption, and reduce operational costs.
Key Responsibilities
- Own the end-to-end customer experience for servicing journeys, focusing on delinquency and at-risk customers
- Design scalable, compliant, and empathetic solutions to enable customer self-service and successful recovery
- Collaborate with Engineering, Data, Servicing Operations, Legal Compliance, and Portfolio Management to improve delinquency outcomes, self-service adoption, and cost-to-serve
Requirements
- Experience owning the end-to-end customer experience for servicing journeys, with a focus on delinquency and at-risk customers.
- Ability to design scalable, compliant, and empathetic solutions that help customers self-serve and recover successfully while reducing operational cost and complexity.
- Proven ability to work at the intersection of customer experience, servicing operations, risk outcomes, and AI-powered automation.
- Experience partnering closely with Engineering, Data, Servicing Operations, Legal Compliance, and Portfolio Management teams.
- Success measured by tangible improvements in delinquency outcomes, self-service adoption, and cost-to-serve, indicating the need for experience in driving measurable results in these areas.
Benefits & Perks
Compensation/salary range (not specified)
Work schedule (not specified)
Work environment perks (not specified)
Opportunity to work on impactful projects related to customer experience, servicing operations, and AI-powered automation
Collaborative work culture
Reasonable accommodations for known disabilities
Ready to Apply?
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