Director of Product Management - Claims & Customer Service
HybridDeerfield Beach, Florida, United States
Job Summary
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 while helping mature and scale a newly formed product organization by establishing planning, prioritization, governance, and best practices. Translate business opportunities into technical solutions, requirements, and delivery roadmaps, evaluating build, buy, partner, and integration options to solve challenges. Drive PI planning, backlog prioritization, release planning, and value realization activities using KPIs to assess performance, productivity gains, adoption, and ROI. Influence stakeholders through strong communication, business case development, and funding recommendations to identify innovative solutions including customer portals, omnichannel experiences, and workflow automation.
Required Qualifications
- Prior experience as a Product Manager is required and non-negotiable
- 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
- Strong product management background is required
- candidates seeking their first product leadership role will not be considered
Desired Qualifications
- Industry experience in automotive or F&I is preferred but not required
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