Overview
We are seeking a Product Manager to own technology capabilities supporting the client experience after policy purchase. This role will work closely with our service department to create roadmaps and product strategy that will help this team improve the overall client experience, specifically as it relates to the post-bind journeys. This will include creating experiences that make it easier for clients to manage their insurance, receive service, understand their coverage, and maintain the right protection as their needs change. The Product Manager will work across Product, Engineering, Service, Sales, Carrier Relations, and Data to improve the client lifecycle while increasing retention, cross-sell opportunities, and operational efficiency.
Product Strategy & Roadmap
Define and manage the roadmap for post-bind client service and retention capabilities.
Identify opportunities to improve the client experience throughout the policy lifecycle.
Translate client and service-team needs into scalable digital capabilities.
Prioritize investments based on client impact, retention, operational efficiency, and business value.
Client Service Experience
Develop digital capabilities supporting common service needs such as policy information, documents, billing questions, policy changes, renewals, and coverage reviews.
Create seamless handoffs between digital self-service and licensed service professionals.
Reduce unnecessary manual work while maintaining a high-quality client experience.
Partner with operations teams to identify high-volume service interactions that can be simplified or automated.
Retention & Client Lifecycle
Develop capabilities that identify and address potential retention risks.
Support proactive renewal experiences and coverage reviews.
Enable remarketing or re-shopping experiences when a client's current insurance solution no longer meets their needs.
Identify opportunities for bundling, cross-sell, and additional coverage based on changes in client needs.
Data & Analytics
Define and monitor KPIs including retention, renewal rate, service utilization, digital adoption, cross-sell, client satisfaction, and service efficiency.
Analyze client behavior and service interactions to identify product opportunities.
Partner with Data teams to develop signals that identify retention risk and next-best actions.
Execution & Delivery
Own product requirements, prioritization, user stories, and acceptance criteria.
Partner closely with UX and Engineering throughout discovery and delivery.
Coordinate releases with Service, Sales, Training, and Operations teams.
Measure outcomes following launch and continuously optimize capabilities.
Qualifications
4-8+ years of product management experience.
Experience building customer-facing digital products or workflow applications.
Strong understanding of customer lifecycle management and digital experience design.
Experience using analytics and customer insights to inform product decisions.
Strong cross-functional communication and stakeholder management skills.
Insurance, financial services, or other regulated-industry experience preferred.
