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. Outside of these areas is remote. 

Job summary

USRM Claims & Service is looking for a Senior Manager, Product Owner to lead our Service Platform & Enablement portfolio within Service Solutions. Every time a customer logs in, updates a policy, pays a bill or sees the right offer at the right moment, a shared platform makes it happen. You'll own that platform.

As Senior Manager, Product Owner for Service Platforms & Enablement, you'll lead the backend layer that powers servicing across all our Service applications including our customer portals, customer mobile app, IVR, internal employee Servicing (CREST), IA Customer Servicing, HQueue and more. It spans billing, policy, party, documents, communications, customer identification and access management (Auth0) and Trove, our engine for cross-sell, up-sell and down-sell recommendations. And it sits at the center of Frontier, our enterprise policy modernization effort.

This is a newly elevated leadership role reporting directly to the Senior Director, Product Owner, Service. You'll set the vision, establish investments, and lead a team of product owners who turn reusable services into a consistent experience for millions of customers. If you want to build the foundation other teams build on, and see your work show up in every channel, we'd like to meet you.

About the role

• Set the vision, strategy and multi-year roadmap for the Service Platforms & Enablement portfolio, and turn it into clear feature strategies your teams can execute
• Own end-to-end platform portfolio management: adoption strategy, prioritization, investment decisions, dependency management and stakeholder alignment across all consuming products and channels
• Drive platform readiness for Frontier across policy, party, endorsements, billing, Trove, and more, balancing speed to market with outcome and delivery risk
• Champion reuse, simplicity and consistency. Make shared services and experience-centric APIs easy for consuming teams to adopt, so we retire legacy artifacts and lower total cost of ownership
• Lead the strategy for Customer Identification & Access Management (Auth0), so customers get a secure, seamless sign-in experience across portals and apps
• Shape how customer intelligence, including recommendations via Trove, is delivered consistently across channels to support growth and retention
• Be accountable for portfolio-level KPIs and outcomes, and connect platform priorities directly to Service goals and enterprise modernization objectives
• Own the portfolio backlog (grooming, prioritization and refinement) in a highly matrixed organization, working closely with Service, Claims, Product and Distribution partners
• Partner with IT and business leaders to drive technology modernization alongside business delivery, and lead feasibility, cost and tradeoff analysis for planned programs
• Manage effectively across portfolios and roadmaps
• Partner with IT and Business leaders to both understand the benefit of and drive technology modernization alongside business delivery
• Lead, coach and develop a team of product owners, including full-time employees and contractors. Build a culture of ownership, clarity and strong cross-team partnership

Ideal candidate

You'll thrive here if you have:

• A track record of leading product owners or product managers, ideally across multiple teams or portfolios
• Experience owning platform, shared-service or API-based products that serve multiple internal clients or channels
• The technical fluency to hold your own with architects and engineers on quarterly and sprint planning, and to make informed tradeoffs on scope, sequencing and risk
• Proven ability to influence senior stakeholders without direct authority, and the willingness to push back when it's the right call
• Skill at translating business strategy into a clear roadmap with measurable outcomes
• Comfort making decisions amid ambiguity in a fast-changing environment, with competing priorities and shifting timelines
• Clear, concise communication, in writing and in the room, with both technical and business audiences

It's a plus if you also have:

• Insurance or financial services experience, especially in policy, billing or customer servicing
• Background in customer identity and access management, such as Auth0, OAuth or single sign-on
• Experience with personalization, recommendation or cross-sell capabilities
• Experience leading large-scale modernization or legacy migration programs

• Advanced knowledge of Agile development methodologies as typically acquired through a Bachelors’ degree in relevant field (business, computer science, etc.) and a minimum of 10 years’ experience in business, engineering, technology and/or consulting. Master’s degree preferred.
• High level of proven business expertise needed to set clear priorities for product and understand business value impacts.
• Technical proficiency required to oversee quarterly & sprint planning and to have an informed, independent voice.
• Strong influencing skills to be seen as the decision maker when interfacing with business, and willingness to dissent with both teams and business.
• Ability to influence a diverse group of stakeholders through strong leadership skills
• Ability to coach and inspire both direct reports and matrixed teams.
• Comfortable with making decisions with some level of uncertainty in a fast-paced working environment
• Excellent oral and written communication skills, ability to convey information clearly and concisely