Senior Product Manager- Servicing

Senior Product Manager
- Servicing

Dallas, TX, 75342

120k to 150k

Job Summary:

Own the digital servicing experience across the credit lifecycle marketplace. You will modernize platforms and journeys for payments, self-service, collections, retention, payoff, and hardship programs, improving customer satisfaction and controlling cost while meeting regulatory obligations.

Key Responsibilities:

• Lead the servicing strategy and roadmap, define multi-year vision, quarterly OKRs, and delivery plans across customer, dealer, and partner touchpoints.

• Deliver frictionless digital servicing journeys: payments, autopay, payoff quotes, modifications, hardship applications, and communication preferences.

• Modernize servicing infrastructure with API-first microservices, cloud platforms, and event-driven workflows in partnership with engineering and enterprise architecture.

• Implement servicing workflows that comply with federal and state regulations, for example Reg Z, Reg B, CFPB guidance, and SCRA, and ensure audit-ready controls.

• Partner with Operations, Call Center, Legal, Risk, and Customer Experience to improve servicing quality and reduce operational friction.

• Build capabilities across web, mobile app, chatbot and IVR, and SMS or email communications, with a consistent omnichannel design system.

• Deliver analytics and dashboards that track delinquency, cure rates, customer effort and satisfaction measures, and servicing cost, and use experimentation to improve them.

• Integrate risk mitigation and identity protections, including fraud alerting, IDV, and behavioral insights, to reduce losses and prevent escalations.

• Collaborate with peer product leads in Marketplace and Origination to ensure smooth handoffs from funding into servicing, with full-funnel telemetry and SLA alignment.

Qualifications and Skills:

Education

• Bachelor's degree in business or information technology, preferably M.B.A

Experience

• 7-12+ years product management experience, with at least 3+ years in loan servicing, payment systems, consumer account management, collections, or recovery platforms.

• Background in captive finance, auto finance, mortgage servicing, fintech servicing, or neobank operations.

• Familiarity with digital servicing tools, payment processors, call-center tech, fraud mitigation, and regulatory compliance workflows.

• Expertise building customer-facing financial servicing experiences across mobile and web, with strong attention to accessibility and reliability.

• Strong data skills, including mapping and improving the servicing funnel, cohort analysis of delinquency and cure dynamics, and KPI instrumentation for dashboards and SLAs.

Nice to have

• Knowledge of payment rails and methods, for example ACH, cards, pay-by-bank, wallets, and RTP, including dispute and chargeback handling.

• Experience with collections strategies and tooling, for example digital dunning, hardship programs, waterfall strategies, and agent assist.

• Exposure to contact center operations, quality assurance, WFM tooling, and conversational AI for voice and chat.

• Understanding of eBilling or statements, eSignature and document management for payoff or title interactions

AI tools may assist in the recruitment process; however, all hiring decisions are made by the recruitment team based on a comprehensive evaluation of candidates.