Product Owner

Level of position offered will be based on skills and experience at manager discretion.

Product Owner III – Billing & Payments, US Retail Markets Servicing Platform

Join Liberty Mutual's US Retail Markets Servicing Solutions portfolio as a Product Owner III owning billing and payments — the capabilities our service representatives and independent agents rely on every day to answer billing questions, take payments and adjust how customers pay.

Billing touches nearly every customer conversation. When a representative or agent can resolve a payment question quickly and confidently, the whole experience feels easier — for them and for the customer. You will own the product that makes that possible, inside the internal servicing platform used across our employee and independent agent channels.

This is a high-impact role at a pivotal moment. Liberty Mutual is converging its Direct and Agency businesses onto a single new billing platform, and the servicing experience you own is the sole front end for it. You will lead a well-established product with real momentum — more than $1 million in annualized efficiency savings already delivered — while shaping how billing servicing grows as the new platform scales nationwide.

Why this role matters

• Clear ownership: You are the single product owner for billing and payments servicing, with a direct line to the more than 2,000 employees and tens of thousands of independent agents who use what you build daily.
• Critical to daily operations: Billing inquiry and payment servicing are among the highest-volume interactions in our servicing ecosystem.
• Strategic modernization: Your work enables two major enterprise programs — the move to a unified billing platform and the broader modernization of our policy systems — while retiring legacy applications along the way.
• Measurable impact: Every capability is valued before and after launch, so the results of your work are always visible.
• Cross-functional leadership: Partner closely with Finance, Billing Operations, enterprise program teams, engineering, user experience (UX), research, analytics and architecture.

What you'll own

You will own the end-to-end billing and payments experience within the servicing platform, including:

• Billing inquiry and account visibility for employees and independent agents
• Payments, including secure, tokenized phone payments that keep card and bank data out of representatives' hands
• Billing option changes such as due dates, autopay, payment frequency and saved payment methods
• Account servicing actions such as payment scheduling, reinstatement and billing adjustments
• A multi-year roadmap that sequences the migration from legacy billing systems onto the new unified platform
• Production health, including intake and prioritization of billing issues in partnership with application programming interface (API) and data teams
• Key performance indicator (KPI) definition and product health monitoring

Key responsibilities

• Set and communicate a clear product vision and roadmap aligned to the USRM Billing Modernization program, PCUIP and portfolio goals.
• Own and prioritize the backlog against measurable outcomes such as handle time saved, systems retired and states live.
• Partner with Finance, the TOBE and PCUIP program teams, Billing Operations, Analytics, UX, Architecture and Engineering to deliver capabilities that are reusable across personas and channels.
• Work with Research to ideate with the employees and agents who use the product and validate solutions before they ship.
• Use data to size opportunities, validate impact and guide decisions.
• Lead alignment across teams and portfolios, surface dependencies early and communicate trade-offs clearly.
• Balance program-driven delivery with the production support and compliance work that keeps billing running well today.
• Take initiative. Spot gaps before they become blockers, pull the right people together and keep things moving without waiting to be asked.

Ideal candidate must have

• 5+ years of product management or product owner experience with Agile delivery teams and advanced knowledge of Agile practices, as typically acquired through a bachelor's degree in a relevant field and 7 years in business, technology or consulting. Master's degree preferred.
• Demonstrated experience owning the end-to-end product lifecycle — vision, roadmap, backlog and KPIs — with the business expertise to set clear priorities and weigh business value.
• Strong stakeholder management: builds relationships and influence across organizational boundaries, and leads varied audiences through complex ideas and designs to consensus.
• Data-driven decision making: defines product KPIs and measures outcomes with analytics, paired with an experimental mindset that drives innovation amid uncertainty.
• Comfortable in ambiguous, high-complexity environments; makes decisions under uncertainty and can explain the trade-offs.
• A go-getter who is curious by nature and not afraid to jump in, ask questions and figure things out.
• Excellent written and verbal communication skills, including presenting to senior leadership.
• Billing, payments or insurance servicing experience preferred; platform migration or modernization experience and knowledge of our products and portfolio a plus.

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.

Qualifications

• Knowledge of Agile development methodologies and IT project management as typically acquired through a Bachelors` degree in relevant field (business, computer science, humanities etc.) and a minimum of 3 to 5 years direct experience with agile teams as well as 7 years in business, technology, or consulting.
• Able to depict and explain the importance of complex ideas, issues and designs to varied audiences; educate SBU/department(s) on business vision and plan and the impact of change.
• Able to influence a diverse group of stakeholders; strong leadership skills.
• Able to make difficult and quick decisions daily.
• Strong problem solver with demonstrated ability to lead a team to push the solutions and progress.
• Experience in the insurance industry preferred.
• Knowledge of relevant products and portfolio preferred.
• Strong experimental mindset to drive innovation amongst uncertainty.

Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.

At Liberty Mutual, our goal is to create a workplace where everyone feels valued, supported, and can thrive. We build an environment that welcomes a wide range of perspectives and experiences, with inclusion embedded in every aspect of our culture and reflected in everyday interactions. This comes to life through comprehensive benefits, workplace flexibility, professional development opportunities, and a host of opportunities provided through our Employee Resource Groups. Each employee plays a role in creating our inclusive culture, which supports every individual to do their best work. Together, we cultivate a community where everyone can make a meaningful impact for our business, our customers, and the communities we serve.

We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://www.libertymutualgroup.com/about-lm/careers/benefits

Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.

Fair Chance Notices

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