Director of Product Management - Claims & Customer Service
About this role
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
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This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of JM Family. All work arrangements are subject to associate performance, business need and manager discretion, and may be revised as necessary.
JM FAMILY IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER
JM Family Enterprises, Inc. is an Equal Employment Opportunity employer. We are committed to recruiting, hiring, retaining, and promoting qualified associates without regard any characteristic protected by law – whether actual or perceived – including race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, related medical conditions and lactation), gender identity gender expression, sexual orientation, marital status, military service, veteran status, disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, provincial, or local law.
DISABILITY ACCOMMODATIONS
If you have a disability and require a reasonable accommodation to complete the job application process, please contact JM Family’s Talent Acquisition department at talentacquisition@jmfamily.com for assistance. If you have an accommodation request for one of our recruiting events, please notify us at least 72 hours prior so that we may provide assistance.
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