How You'll ContributeAs the Product Manager - Policy Administration, you will lead the strategy, development, and continuous improvement of the technology solutions that support our customer service experience. You'll partner across Administration, Information Technology, Sales & Marketing, Customer Experience, Training, and external vendors to deliver innovative, customer-focused solutions that improve operational efficiency and enhance the customer journey.
We're looking for a collaborative leader who is passionate about technology, continuous improvement, and creating exceptional customer experiences. The ideal candidate brings strong product management expertise, analytical thinking, and the ability to influence and lead cross-functional teams.
What You'll Do- Develop and execute the product roadmap for customer service technologies, ensuring alignment with business priorities.
- Define product vision, goals, success metrics, and key performance indicators (KPIs).
- Partner with business stakeholders, Product Owners, Business Analysts, and technical teams to translate business needs into product requirements and implementation plans.
- Lead the evaluation, selection, implementation, and continuous enhancement of customer service technologies, including contact center, CRM, self-service, and knowledge management platforms.
- Analyze customer feedback, platform performance, and operational data to identify opportunities for improvement.
- Drive enhancements that improve customer experience, employee experience, workflow efficiency, automation, and self-service capabilities.
- Support product testing, pilot programs, feature releases, and change management activities, including communications and training.
- Build strong relationships across business and technology teams to ensure successful delivery of strategic initiatives.
- Lead, coach, and develop a team while fostering a collaborative, inclusive, and high-performing work environment.
- Stay informed of emerging technologies and industry trends to identify innovative solutions that support business growth.
What You'll BringEducation- High school diploma or equivalent required.
- Bachelor's degree in Business, Marketing, Information Systems, or a related field preferred.
Experience- Five or more years of experience in product management, business analysis, customer experience, or service operations.
- Three or more years of people leadership or supervisory experience.
- Experience working with customer service technologies, digital platforms, or contact center solutions is preferred.
- Insurance or financial services experience is a plus but not required.
Knowledge, Skills, and Abilities- Strong product management and strategic planning skills.
- Experience developing product roadmaps and managing priorities across multiple initiatives.
- Ability to translate business needs into actionable product requirements.
- Strong analytical skills with the ability to interpret data and make informed recommendations.
- Knowledge of customer service technologies such as CRM, IVR, contact center platforms, self-service tools, automation, and workflow optimization.
- Excellent communication and relationship-building skills with the ability to collaborate across all levels of an organization.
- Experience supporting organizational change, training, and user adoption.
- Strong problem-solving skills with a continuous improvement mindset.
- Ability to balance customer needs, business objectives, and operational efficiency.
- Commitment to fostering an inclusive, respectful, and collaborative workplace where diverse perspectives are valued.
Physical Requirements- Primarily sedentary work with prolonged periods of sitting and computer use.
- Regular communication with internal and external partners.
- Occasional standing, walking, bending, and lifting of up to 20 pounds.
- Occasional business travel (approximately 5-10%).
Total Rewards:In addition to base pay, eligible employees may receive an annual discretionary incentive bonus and access to a competitive benefits package including:
- Medical, Dental & Vision coverage:
- 401(k) with Company Match
- Paid time off: Vacation, Sick, Holiday, and more
- Paid Parental Leave for both Mothers and Fathers
- Hybrid/Remote Work Options
- Early Friday Closure
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