Sr Manager, Product Owner

USRM Solutions - Servicing is looking for a Senior Manager, Product Owner (SPO) to lead in the Customer Service Experience Portfolio focused on developing and enhancing our product offerings across experiences. This role will have four product owner direct reports. The SPOs will report directly to the Product Owner Directors, Service Experience and lead a team of Product Owners in the USRM Experience & Strategy organization supporting agile squads.

The Customer Service Experience portfolio role will:

Focus on pulling together the vision, strategy, road mapping, and accountability for the business outcomes (call deflection, cross-sell, persistency, ease of use) for the Customer Service portals (eService / MMA) work. This includes supporting the onboarding, billing, policy and endorsements journeys.

The SPO role:

Leads the portfolio to revolutionize the way USRM teams autonomously craft tailored, branded, and effective experiences through the creation of a comprehensive Service Experience. This includes leveraging USRM's Supergraph and subgraph API offerings, establishing experience analytics and insights, and identity and access management definition. A strong strategic mindset and effective relationship building skills are keys to our success, with the SPO developing, defining, and driving the portfolio strategy in collaboration with the team and partners across USRM.

This leader will be responsible for:

• Articulating and translating the overall business vision into strategy and direction and contributing to outcomes and key KPI’s tied directly to business objectives.
• The SPO works closely with the portfolio's DPO and aligned channel leaders to define and prioritize the portfolio backlog, sets quality standards for delivery, and represents the experiences which must be scalable, compliant, and performant.
• Overseeing a set of products and working closely with IT leadership to ensure teams are appropriately resourced, focused on the key priorities, and have alignment between roadmaps to achieve objectives.

Day to Day Responsibilities:

• Sets ambitious and clear strategy, develops comprehensive portfolio vision, and translates into specific feature strategies and roadmaps.
• Communicates effectively to key stakeholders and team members.
• Knowledge of product offerings, business processes, Distribution and Product applications and services, underwriting rules, pricing plans and databases.
• Owns alignment of development and business resources on goals and priorities while working with stakeholders and team to remove roadblocks to execution.
• Responsible and accountable for assigned portfolio-level key performance indicators (KPI’s) and manages product and/or service with a medium-to-high degree of strategy, KPI, scope, complexity, etc.