Lead Product Manager - Claims

Lead Product Manager - Claims

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving 2 million customers across 43 states. We partner with 25+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day. At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that's how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company. As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.

Position Summary

The Lead Product Manager will own the end-to-end product strategy for Claims workflows. This is a senior role with platform-level ownership, heavy cross-functional influence, and direct accountability for Customer Experience, Agent Experience, and operational outcome. For candidates located in Naperville or the greater Chicagoland area, this role follows our standard hybrid work model (based in our Naperville, IL office generally T-TH in office and M & F are remote). Remote consideration may be available for highly qualified candidates who reside out of state or outside a reasonable commuting distance from our Naperville office.

Responsibilities include but are not limited to:

• Define and execute a clear product vision for agent workflows across Claims platform, aligned to Customer Experience (CX), efficiency, and cost outcomes.
• Translate business goals into a prioritized, outcome-driven roadmap.
• Own customer and agent research for Claims experience and operate as the Voice of the Customer and the Agent.
• Identify and size customer, agent, and operational problems using qualitative research and quantitative data.
• Partner with Operations, CX, Marketing and Business Intelligence (BI) to ensure problem statements are data driven and aligned.
• Create and execute the product roadmap and backlog; prioritize initiatives based on impact, effort, and strategic fit.
• Define features, workflows, acceptance criteria, and success metrics; validate outcomes post-launch.
• Partner closely with Engineering Managers to plan sprints, manage tradeoffs, and ensure predictable delivery.
• Design and execute experiments (pilots, phased rollouts) to validate hypotheses and de-risk investments.
• Use data to continuously optimize agent workflows, customer journeys, and operational efficiency.
• Act as the subject-matter expert for Claims workflows and customer/agent experience.
• Influence without authority across Technology, Operations, Marketing, BI, Finance, and Data Science.
• Ensure solutions scale, are maintainable, and reduce long-term operational complexity.

We're Excited if this is You!

Experience and Qualifications of the Role:

• 5+ years in Product Management, with 3+ years owning Salesforce-based platforms and workflows.
• Hands-on experience with Salesforce Service Cloud.
• Proven experience leading digital transformation in an Agile environment.
• Strong discovery skills to lead with problems, not solutions.
• Deep understanding of human-centered workflow design for agents and operators.
• Data-driven decision maker with experience running experiments and interpreting results.
• Comfortable operating at lead level: high autonomy, high accountability.
• Able to influence senior stakeholders and navigate competing priorities.
• Direct, candid communicator who gives and receives feedback well.
• Deep experience with Salesforce ecosystem strongly preferred.
• Strong grasp of Agile (Scrum/Kanban) delivery models.
• Experience in subscription or membership-based businesses is a plus.

Computer Skills Needed to Perform the Job:

• Proficiency in Microsoft O365, Jira, Fullstory, Salesforce.

Education: Bachelor's degree in Engineering, Business (or equivalent experience).

Compensation and Benefits

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $129,795 - $185,000 USD Annual. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target. Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Join our SUPER Team and Enjoy Amazing Benefits!

• Competitive Compensation
• Comprehensive Health Coverage
• 401(k) Plan with 4% Company Match
• Generous Paid Time Off
• Education Assistance Program
• FSA/HSA Options
• Employee Wellness
• Vibrant Company Culture