Senior Product Manager
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Job Location:
San Francisco, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
17 hours ago
Vacancies:
1 Vacancy
Job Summary
About GoodLeap:
GoodLeap is a technology company delivering best-in-class financing and software products for sustainable solutions from solar panels and batteries to energy-efficient HVAC heat pumps roofing windows and more. Over 1 million homeowners have benefited from our simple fast and frictionless technology that makes the adoption of these products more affordable accessible and easier to understand. Thousands of professionals deploying home efficiency and solar solutions rely on GoodLeaps proprietary AI-powered applications and developer tools to drive more transparent customer communication deeper business intelligence and streamlined payment and operations. Our platform has led to more than $30 billion in financing for sustainable solutions since 2018.
GoodLeap is also proud to support our award-winning nonprofit GivePower which is building and deploying life-saving water and clean electricity systems changing the lives of more than 1.6 million people across Africa Asia and South America.
The Senior Product Manager Servicing Customer Experience will own the end-to-end customer experience for servicing journeys with an initial and deep focus on delinquency and at-risk customers. This role is responsible for designing scalable compliant and empathetic solutions that help customers self-serve recover successfully while reducing operational cost and complexity.
This PM will work at the intersection of customer experience servicing operations risk outcomes and AI-powered automation partnering closely with Engineering Data Servicing Operations Legal/Compliance and Portfolio Management. Success in this role is measured not only by experience quality but by tangible improvements in delinquency outcomes self-service adoption and cost-to-serve.
Essential Job Duties and Responsibilities
- Product Strategy Work closely with senior leaders to define and evolve the product vision for servicing customer experiences with an initial and deep focus on self-service and at-risk customer journeys. Develop a clear strategy for improving customer outcomes self-service adoption and operational efficiency informed by customer insights servicing data and portfolio performance. Continuously evaluate product performance against business objectives (e.g. delinquency outcomes cost-to-serve customer satisfaction) and adjust strategy as needed while balancing risk compliance cost and customer impact.
- Execution Own end-to-end execution of servicing product initiatives including discovery requirements definition backlog management development testing and launch. Lead the delivery of digital and AI-enabled customer experiences across channels such as web chat text IVR and agent-assisted flows. Partner closely with Engineering Design Data Legal/Compliance and Servicing Operations to ensure solutions are scalable compliant and operationally viable. Coordinate go-to-market activities and ensure smooth rollout and adoption.
- Process Optimization Partner deeply with Servicing Operations to understand existing workflows constraints and failure points. Identify and prioritize opportunities to automate and optimize processes between customers and operations teams reducing manual effort repeat contacts and Provide product leadership within the delivery squad by motivating and aligning engineering and cross-functional partners around shared goals and outcomes. Foster strong working relationships across Product Engineering Servicing Operations Portfolio Management Legal and Marketing. Model effective decision-making ownership and accountability and contribute to a culture of trust learning and continuous improvement.
- Communication and Reporting Regularly provide updates to senior leaders stakeholders partners squad members etc. Define and monitor success metrics for servicing and delinquency initiatives using data experimentation and customer feedback to inform prioritization and iteration. Share insights and learnings to drive alignment transparency and ongoing improvement.
Required Skills Knowledge and Abilities
- Ability to flex between strategy and execution seamlessly and energized by a dynamic and fast-moving work environment.
- Strong product management skills experience with client journeys and demonstrated ability to synthesize data.
- Technical background with a keen understanding of broader business needs and strategy; ties product metrics to business goals
- Proficient in defining complex user stories with thorough acceptance criteria and use cases.
- Deep user empathy and understanding of user needs and ability to propose credible novel solutions that meet those needs.
- A passion for digital innovation and commitment to superb customer experience
- Adept with Agile Lean Start Up and Design Thinking; experience with A/B Testing
- Superior communication skills able to communicate complex messages and trade-offs and be able to tell a compelling story.
- Experience working in a collaborative multi-disciplinary team within an interactive process and an Agile development methodology.
- Self-starter with outstanding organizational skills
- Curiosity to continually reevaluate existing designs.
- Effective in leading cross-functionally cross-enterprise and work effectively with various levels of the organization as well as various personality types.
- Partner effectively with internal partners and stakeholders to develop product ideas.
- Manage risks effectively and ensures products meet compliance and legal standards.
- Good understanding and/or experience with financial services regulations is a plus.
$150000 - $205000 a year
In addition to the above salary this role may be eligible for a bonus.
Additional Information Regarding Job Duties and Job Descriptions:
Job duties include additional responsibilities as assigned by ones supervisor or other managers related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities duties and other skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities reassign or transfer job position or assign additional job responsibilities subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment perform the essential functions of the job or enjoy the benefits and privileges of employment as required by the law.
If you are an extraordinary professional who thrives in a collaborative work culture and values a rewarding career then we want to work with you! Apply today!
We are committed to protecting your privacy. To learn more about how we collect use and safeguard your personal information during the application process please review ourEmployment Privacy PolicyandRecruiting Policy on AI.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
Senior IC
Key Skills
- Time Management
- Data Analytics
- Analytical
- Agile
- Requirement Gathering
- Strategic thinking
- Visio
- Communication
- Problem Solving
- Market Research
- UML
- Cross Functional Teams
About Company
We are a sustainable home solutions marketplace. Providing simple, fast, and frictionless point-of-sale technology for countless mission-driven professionals serving millions of people who want to upgrade their homes and save money.
