Product Manager - Policy Administration

Product Manager – Policy Administration

EquiTrust Life Insurance Company is a national carrier of competitive, client-friendly annuity products sold through a variety of distribution channels, including more than 20,000 independent agents and independent marketing organizations (IMOs). Since 2003, we have provided exceptional customer service to our clients by operating with integrity and passion. Our efforts are supported by a dedicated workforce who execute their responsibilities through teamwork and an entrepreneurial spirit. EquiTrust sells products nationwide and is headquartered in Chicago, Illinois, with operations in West Des Moines.

How You'll Contribute:

As a Product Manager – Policy Administration, you will be responsible for leading the evolution of customer service and policy administration technology platforms, serving as the voice of both customers and internal service teams while driving continuous improvement across service technologies such as IVR, CCaaS, CRM, chat, digital self-service, and knowledge management tools. This role will work closely with Administration, Sales & Marketing, IT, Customer Experience, Training, Product Owners, Business Analysts, Subject Matter Experts, and vendor partners to ensure technology capabilities align with business strategy, customer expectations, operational efficiency, and service excellence. We are looking for candidates who are passionate about customer experience, service innovation, and technology-enabled operational excellence and bring strong product management, analytical, stakeholder management, communication, and change management skills to the team.

What You'll Do:

• Define and manage the product vision, roadmap, objectives, KPIs, and success metrics for service technologies.
• Serve as the subject matter expert on customer service technologies and their application to scalable, efficient service experiences.
• Monitor platform performance, adoption, and customer interaction data to identify opportunities for improvement.
• Drive optimization initiatives involving workflows, automation, call routing, and self-service capabilities.
• Evaluate emerging technologies, vendors, and solutions to improve organizational effectiveness.
• Collaborate with Product Owners, Business Analysts, SMEs, and business partners to translate strategic goals into actionable requirements and measurable outcomes.
• Prioritize product enhancements based on business value, feasibility, and customer impact.
• Facilitate testing, pilots, and phased rollouts of new platforms and features.
• Support change management efforts, including communications, training, and adoption planning.
• Partner with Administration, Sales & Marketing, IT, Customer Experience, Training, and vendor teams to ensure successful implementation and integration of solutions.
• Support departmental initiatives and contribute to company goals through collaboration and continuous improvement.

What You'll Bring:

Education:

• High School Diploma or equivalent required.
• Bachelor's degree in Business, Marketing, or a related field preferred.

Experience:

• 5+ years of experience in product management, business analysis, or customer experience/service operations required.
• 7+ years of experience in a technology-enabled service environment preferred.
• Insurance or financial services industry experience preferred.

Knowledge, Skills, and Abilities:

• Deep understanding of contact center operations, customer service engagement, and customer journey design.
• Strong product management, prioritization, stakeholder management, and communication skills.
• Ability to analyze customer interaction data, KPIs, workflow metrics, and platform performance to drive recommendations.
• Experience translating business needs into product requirements, user stories, and implementation plans.
• Knowledge of contact center technologies including ACD, IVR, CRM, call routing, self-service tools, and automation.
• Experience evaluating vendors, emerging technologies, and solution alternatives.
• Ability to manage product roadmaps, backlogs, testing efforts, pilots, and phased deployments.
• Knowledge of change management practices, training coordination, and adoption strategies.
• Customer-centric mindset with a focus on balancing customer experience, employee experience, and operational efficiency.
• Strong problem-solving, adaptability, presentation, and cross-functional collaboration skills.
• Ability to operate effectively within a regulated insurance environment and manage multiple concurrent initiatives.

Physical Requirements:

• Occasionally lift or carry up to 20 pounds.
• Continuous use of vision, hearing, speaking, sitting, and fine motor skills.
• Occasional walking, standing, bending, stooping, reaching, and pushing/pulling.
• Occasional exposure to elevated stress levels.
• Occasional business travel (5–10%).

Total Rewards: In addition to base pay, eligible employees may receive an annual discretionary incentive bonus and access to a competitive benefits package including:

• Medical, Dental & Vision coverage:
• 401(k) with Company Match
• Paid time off: Vacation, Sick, Holiday, and more
• Paid Parental Leave for both Mothers and Fathers
• Hybrid/Remote Work Options
• Early Friday Closure

EquiTrust is an Equal Opportunity Employer and participates in the U.S. Federal E-Verify program. Applicants have rights under federal and state employment laws. To learn more, visit EquiTrust Careers.