Senior Product Manager - Customer Service

The Senior Product Manager - Customer Service is a skilled product practitioner with demonstrated ability to drive significant business impact through the full product lifecycle. They operate with high autonomy in complex business domains while maintaining appropriate engagement with leadership on strategic direction. They identify and execute on high-value opportunities, build effective cross-functional partnerships, and deliver measurable outcomes that advance Pie's strategic goals.

You will report to a Director of Product and work closely with Customer Service leadership, enterprise system administrators, product design, and cross-functional partners to identify opportunities, prioritize initiatives, and drive end-to-end execution from conception to impact measurement.

• Building out innovative, efficient customer service platforms that enhance the experience for both policyholders and our internal support teams, enabling them to be as effective as possible.
• Align our product roadmap with business and customer service goals, ensuring enterprise systems and workflows that drive operational efficiency while delivering an "Easy as Pie" experience throughout the policy lifecycle.
• Prioritize feature development and workstreams to maximize service efficiency, reduce contacts-per-policy, and increase customer satisfaction, always challenging the status quo and striving to solve problems innovatively.
• Take full ownership of your products, ensuring quality delivery and measurable business outcomes while maintaining a scrappy, results-driven approach to enhancing our customer service capabilities.
• Write clear and easy-to-understand user stories and contribute to the development of the product roadmap to align with broader team and company goals.
• Build strong, collaborative relationships with stakeholders, ensuring product decisions align with strategic objectives and contribute to long-term business success in our customer service operations.

1. Effectively support acceleration of major in-flight projects to scale and optimize the efficiency of our Customer Service operations.
2. Develop a comprehensive 12-month strategic roadmap for Customer Service technology capabilities that identifies the biggest opportunities at attractive cost and lays out a clear implementation path.
3. Establish a measurement framework for key customer service metrics, including contacts-per-policy rates, agent efficiency, and satisfaction across channels, with dashboards that enable data-driven decision making.
4. Drive integration between customer service operations and self-service capabilities, leveraging contact pattern insights to inform future self-service functionality and measure its effectiveness.
5. Explore and implement AI capabilities within the customer service domain to enhance efficiency, consistency, and quality of service interactions.
6. Successfully integrate the Customer Service domain into Pie's Product Operating Model, adapting ceremonies and workflows to accommodate the third-party enterprise system environment while maintaining agile principles.
7. Build strong, collaborative relationships with Customer Service leadership, enterprise system administrators, and adjacent functional teams in underwriting and finance to create shared understanding of priorities and establish yourself as a trusted product partner.

• A minimum of 8 years of Product Management experience or related work which can include: customer service operations, enterprise system administration, service design, or data analytics focused work.
• Working knowledge with SQL, Looker or other analytical tools is preferred.
• Experience working with enterprise platforms such as Salesforce, Five9, or other customer service technologies.
• Good understanding of agile processes and skills with Confluence, Jira or similar tools.
• Successfully built features and managed a product area for systems that seamlessly fit within a larger business ecosystem, particularly those involving third-party platforms and integrations.
• Participated in writing product requirements, documents and user stories for customer service or related operational systems.
• Managed a product area, identifying and managing requirements through problems to solution, particularly in operational or service-oriented domains.
• Navigated design challenges with the help of stakeholders and system administrators to come to viable solutions within enterprise platform constraints.
• Demonstrated ability to communicate how requirements and user stories align to the business strategy overall.
• Demonstrated experience with service optimization, automation implementation, and AI integration to enhance operational efficiency.
• Ensured quality assurance is balanced with timelines and priorities.
• Used qualitative and quantitative data to generate actionable insights, and leveraged those insights to achieve goals set for the product, and to connect those quantified goals to meaningful outcomes for the business.
• Created and managed prioritized roadmaps and the vision for your areas of product while connecting the dots to contribute to company strategy and vision.
• Proactively identified stakeholders impacted by your area of ownership and worked with those stakeholders to understand, assess and implement their most important requirements into product decisions.
• You do not by default accept the answer: "this is the way we've always done it." You have a passion for disrupting the status quo and want to change how insurance customer service is done.
• Advanced interpersonal skills used for persuading, negotiating, and quickly building relationships.
• Successfully motivated and coached team members to push through challenges.

The use of AI in Application Review: To support a fair, efficient, and consistent hiring process, we use AI-powered tools to assist in the initial screening of applications. These tools help us identify qualifications and prior work experiences that align with the requirements of the role. All AI-reviewed applications are still subject to human oversight and decision-making at multiple stages of the process. By submitting your application, you acknowledge and consent to it being reviewed using these AI technologies to assist in our evaluation process.