Director of Product Management - Claims & Customer Service

Director of Product Management

Director of Product Management - Claims & Customer Service leads the Claims & Customer Service product portfolio by partnering with business leaders to identify, prioritize, and deliver technology-driven capabilities that improve customer experience, automate service operations, and create measurable business value. This role bridges business strategy and technical execution while helping shape a new enterprise product operating model and driving product strategy, stakeholder alignment, and execution across Agile delivery teams.

Responsibilities:

• Own product strategy and roadmap for Claims and Customer Service capabilities aligned to business priorities and customer outcomes
• Partner closely with Customer Service leadership to execute a defined roadmap focused on automation, digitization, customer self-service, and operational efficiency
• Lead Product Owners, Agile teams, analysts, and engineers to deliver high-value capabilities
• Help mature and scale a newly formed product organization by establishing planning, prioritization, governance, and product management best practices
• Translate business opportunities into technical solutions, requirements, and delivery roadmaps
• Evaluate build, buy, partner, integration, and platform options to solve business challenges
• Drive PI planning, backlog prioritization, release planning, and value realization activities
• Use KPIs and measurable outcomes to assess performance, productivity gains, adoption, and ROI
• Influence stakeholders through strong communication, business case development, and funding recommendations
• Identify innovative solutions including customer portals, omnichannel experiences, self-service capabilities, telephony integration, chatbots, workflow automation, and digital engagement models
• Partner with leadership to continuously identify new opportunities that improve customer experience and create operational efficiencies
• Establish alignment between business, product, and technology teams to ensure successful delivery and adoption

Qualifications:

• Prior experience as a Product Manager is required and non-negotiable, with demonstrated ownership of product strategy, roadmaps, prioritization, and delivery outcomes
• Demonstrated success owning both product strategy and product execution through Agile delivery teams
• Experience leading customer service, claims, case management, contact center, customer support, or service digitization initiatives
• Strong understanding of customer service automation, workflow orchestration, self-service solutions, telephony platforms, chatbot technologies, and customer engagement capabilities
• Experience translating business needs into technical capabilities and actionable product roadmaps
• Experience building and prioritizing backlogs, conducting PI planning, and driving product outcomes through Agile methodologies
• Ability to influence senior leaders and effectively partner across business and technology organizations
• Strong analytical skills with experience measuring value through KPIs, operational efficiency metrics, and customer outcomes
• Experience evaluating vendors, third-party platforms, integrations, and technology solutions
• Comfort operating in ambiguity and helping shape new processes, organizations, and operating models
• Industry experience in automotive or F&I is preferred but not required
• Strong product management background is required; candidates seeking their first product leadership role will not be considered