Description
Level of position offered will be based on skills and experience at manager discretion.
Product Owner III – Billing & Payments, US Retail Markets Servicing Platform
Join Liberty Mutual's US Retail Markets Servicing Solutions portfolio as a Product Owner III owning billing and payments — the capabilities our service representatives and independent agents rely on every day to answer billing questions, take payments and adjust how customers pay.
Billing touches nearly every customer conversation. When a representative or agent can resolve a payment question quickly and confidently, the whole experience feels easier — for them and for the customer. You will own the product that makes that possible, inside the internal servicing platform used across our employee and independent agent channels.
This is a high-impact role at a pivotal moment. Liberty Mutual is converging its Direct and Agency businesses onto a single new billing platform, and the servicing experience you own is the sole front end for it. You will lead a well-established product with real momentum — more than $1 million in annualized efficiency savings already delivered — while shaping how billing servicing grows as the new platform scales nationwide.
Why this role matters
- Clear ownership: You are the single product owner for billing and payments servicing, with a direct line to the more than 2,000 employees and tens of thousands of independent agents who use what you build daily.
- Critical to daily operations: Billing inquiry and payment servicing are among the highest-volume interactions in our servicing ecosystem.
- Strategic modernization: Your work enables two major enterprise programs — the move to a unified billing platform and the broader modernization of our policy systems — while retiring legacy applications along the way.
- Measurable impact: Every capability is valued before and after launch, so the results of your work are always visible.
- Cross-functional leadership: Partner closely with Finance, Billing Operations, enterprise program teams, engineering, user experience (UX), research, analytics and architecture.
What you'll own
You will own the end-to-end billing and payments experience within the servicing platform, including:
- Billing inquiry and account visibility for employees and independent agents
- Payments, including secure, tokenized phone payments that keep card and bank data out of representatives' hands
- Billing option changes such as due dates, autopay, payment frequency and saved payment methods
- Account servicing actions such as payment scheduling, reinstatement and billing adjustments
- A multi-year roadmap that sequences the migration from legacy billing systems onto the new unified platform
- Production health, including intake and prioritization of billing issues in partnership with application programming interface (API) and data teams
- Key performance indicator (KPI) definition and product health monitoring
Key responsibilities
- Set and communicate a clear product vision and roadmap aligned to the USRM Billing Modernization program, PCUIP and portfolio goals.
- Own and prioritize the backlog against measurable outcomes such as handle time saved, systems retired and states live.
- Partner with Finance, the TOBE and PCUIP program teams, Billing Operations, Analytics, UX, Architecture and Engineering to deliver capabilities that are reusable across personas and channels.
- Work with Research to ideate with the employees and agents who use the product and validate solutions before they ship.
- Use data to size opportunities, validate impact and guide decisions.
- Lead alignment across teams and portfolios, surface dependencies early and communicate trade-offs clearly.
- Balance program-driven delivery with the production support and compliance work that keeps billing running well today.
- Take initiative. Spot gaps before they become blockers, pull the right people together and keep things moving without waiting to be asked.
Ideal candidate must have
- 5+ years of product management or product owner experience with Agile delivery teams and advanced knowledge of Agile practices, as typically acquired through a bachelor's degree in a relevant field and 7 years in business, technology or consulting. Master's degree preferred.
- Demonstrated experience owning the end-to-end product lifecycle — vision, roadmap, backlog and KPIs — with the business expertise to set clear priorities and weigh business value.
- Strong stakeholder management: builds relationships and influence across organizational boundaries, and leads varied audiences through complex ideas and designs to consensus.
- Data-driven decision making: defines product KPIs and measures outcomes with analytics, paired with an experimental mindset that drives innovation amid uncertainty.
- Comfortable in ambiguous, high-complexity environments; makes decisions under uncertainty and can explain the trade-offs.
- A go-getter who is curious by nature and not afraid to jump in, ask questions and figure things out.
- Excellent written and verbal communication skills, including presenting to senior leadership.
- Billing, payments or insurance servicing experience preferred; platform migration or modernization experience and knowledge of our products and portfolio a plus.
This position requires two in-office days per week for candidates who reside within 50 miles of Columbus, OH; Seattle, WA; Boston, MA; Portsmouth, NH; Indianapolis, IN; or Plano, TX.
Qualifications
- Knowledge of Agile development methodologies and IT project management as typically acquired through a Bachelors` degree in relevant field (business, computer science, humanities etc.) and a minimum of 3 to 5 years direct experience with agile teams as well as 7 years in business, technology, or consulting.
- Able to depict and explain the importance of complex ideas, issues and designs to varied audiences; educate SBU/department(s) on business vision and plan and the impact of change.
- Able to influence a diverse group of stakeholders; strong leadership skills.
- Able to make difficult and quick decisions daily.
- Strong problem solver with demonstrated ability to lead a team to push the solutions and progress.
- Experience in the insurance industry preferred.
- Knowledge of relevant products and portfolio preferred.
- Strong experimental mindset to drive innovation amongst uncertainty.
Qualifications
- Knowledge of Agile development methodologies and IT project management as typically acquired through a Bachelors` degree in relevant field (business, computer science, humanities etc.) and a minimum of 3 to 5 years direct experience with agile teams as well as 7 years in business, technology, or consulting.
- Able to depict and explain the importance of complex ideas, issues and designs to varied audiences; educate SBU/department(s) on business vision and plan and the impact of change.
- Able to influence a diverse group of stakeholders; strong leadership skills.
- Able to make difficult and quick decisions daily.
- Strong problem solver with demonstrated ability to lead a team to push the solutions and progress.
- Experience in the insurance industry preferred.
- Knowledge of relevant products and portfolio preferred.
- Strong experimental mindset to drive innovation amongst uncertainty.
