Delivery Manager

Senior Product Manager

Own the digital servicing experience across the credit lifecycle marketplace. You will modernize platforms and journeys for payments, self-service, collections, retention, payoff, and hardship programs, improving customer satisfaction and controlling cost while meeting regulatory obligations.

Key Responsibilities:

• Lead the servicing strategy and roadmap, define multi-year vision, quarterly OKRs, and delivery plans across customer, dealer, and partner touchpoints.
• Deliver frictionless digital servicing journeys: payments, autopay, payoff quotes, modifications, hardship applications, and communication preferences.
• Modernize servicing infrastructure with API-first microservices, cloud platforms, and event-driven workflows in partnership with engineering and enterprise architecture.
• Implement servicing workflows that comply with federal and state regulations, for example Reg Z, Reg B, CFPB guidance, and SCRA, and ensure audit-ready controls.
• Partner with Operations, Call Center, Legal, Risk, and Customer Experience to improve servicing quality and reduce operational friction.
• Build capabilities across web, mobile app, chatbot and IVR, and SMS or email communications, with a consistent omnichannel design system.
• Deliver analytics and dashboards that track delinquency, cure rates, customer effort and satisfaction measures, and servicing cost, and use experimentation to improve them.
• Integrate risk mitigation and identity protections, including fraud alerting, IDV, and behavioral insights, to reduce losses and prevent escalations.
• Collaborate with peer product leads in Marketplace and Origination to ensure smooth handoffs from funding into servicing, with full-funnel telemetry and SLA alignment.

Qualifications and Skills:

Education: Bachelor's degree in business or information technology, preferably M.B.A.

Experience: 712+ years product management experience, with at least 3+ years in loan servicing, payment systems, consumer account management, collections, or recovery platforms. Background in captive finance, auto finance, mortgage servicing, fintech servicing, or neobank operations. Familiarity with digital servicing tools, payment processors, call-center tech, fraud mitigation, and regulatory compliance workflows. Expertise building customer-facing financial servicing experiences across mobile and web, with strong attention to accessibility and reliability. Strong data skills, including mapping and improving the servicing funnel, cohort analysis of delinquency and cure dynamics, and KPI instrumentation for dashboards and SLAs.

Nice to have: Knowledge of payment rails and methods, for example ACH, cards, pay-by-bank, wallets, and RTP, including dispute and chargeback handling. Experience with collections strategies and tooling, for example digital dunning, hardship programs, waterfall strategies, and agent assist. Exposure to contact center operations, quality assurance, WFM tooling, and conversational AI for voice and chat. Understanding of eBilling or statements, eSignature and document management for payoff or title interactions.