Product Owner

Product Owner III – Billing & Payments, US Retail Markets Servicing Platform Join Liberty Mutual's US Retail Markets Servicing Solutions portfolio as a Product Owner III owning billing and payments — the capabilities our service representatives and independent agents rely on every day to answer billing questions, take payments and adjust how customers pay. Billing touches nearly every customer conversation. When a representative or agent can resolve a payment question quickly and confidently, the whole experience feels easier — for them and for the customer. You will own the product that makes that possible, inside the internal servicing platform used across our employee and independent agent channels. This is a high-impact role at a pivotal moment. Liberty Mutual is converging its Direct and Agency businesses onto a single new billing platform, and the servicing experience you own is the sole front end for it. You will lead a well-established product with real momentum — more than $1 million in annualized efficiency savings already delivered — while shaping how billing servicing grows as the new platform scales nationwide. You are the single product owner for billing and payments servicing, with a direct line to the more than 2,000 employees and tens of thousands of independent agents who use what you build daily. Billing inquiry and payment servicing are among the highest-volume interactions in our servicing ecosystem. Your work enables two major enterprise programs — the move to a unified billing platform and the broader modernization of our policy systems — while retiring legacy applications along the way. Every capability is valued before and after launch, so the results of your work are always visible. Partner closely with Finance, Billing Operations, enterprise program teams, engineering, user experience (UX), research, analytics and architecture. You will own the end-to-end billing and payments experience within the servicing platform, including: Billing inquiry and account visibility for employees and independent agents Payments, including secure, tokenized phone payments that keep card and bank data out of representatives' hands Billing option changes such as due dates, autopay, payment frequency and saved payment methods Account servicing actions such as payment scheduling, reinstatement and billing adjustments A multi-year roadmap that sequences the migration from legacy billing systems onto the new unified platform Production health, including intake and prioritization of billing issues in partnership with application programming interface (API) and data teams Key performance indicator (KPI) definition and product health monitoring Key responsibilities include: Set and communicate a clear product vision and roadmap aligned to the USRM Billing Modernization program, PCUIP and portfolio goals. Own and prioritize the backlog against measurable outcomes such as handle time saved, systems retired and states live. Partner with Finance, the TOBE and PCUIP program teams, Billing Operations, Analytics, UX, Architecture and Engineering to deliver capabilities that are reusable across personas and channels. Work with Research to ideate with the employees and agents who use the product and validate solutions before they ship. Use data to size opportunities, validate impact and guide decisions. Lead alignment across teams and portfolios, surface dependencies early and communicate trade-offs clearly. Balance program-driven delivery with the production support and compliance work that keeps billing running well today. Take initiative. Spot gaps before they become blockers, pull the right people together and keep things moving without waiting to be asked. Ideal candidate must have: 5+ years of product management or product owner experience with Agile delivery teams and advanced knowledge of Agile practices, as typically acquired through a bachelor's degree in a relevant field and 7 years in business, technology or consulting. Master's degree preferred. Demonstrated experience owning the end-to-end product lifecycle — vision, roadmap, backlog and KPIs — with the business expertise to set clear priorities and weigh business value. Strong stakeholder management: builds relationships and influence across organizational boundaries, and leads varied audiences through complex ideas and designs to consensus. Data-driven decision making: defines product KPIs and measures outcomes with analytics, paired with an experimental mindset that drives innovation amid uncertainty. Comfortable in ambiguous, high-complexity environments; makes decisions under uncertainty and can explain the trade-offs. A go-getter who is curious by nature and not afraid to jump in, ask questions and figure things out. Excellent written and verbal communication skills, including presenting to senior leadership. Billing, payments or insurance servicing experience preferred; platform migration or modernization experience and knowledge of our products and portfolio a plus. This position requires two in-office days per week for candidates who reside within 50 miles of Columbus, OH; Seattle, WA; Boston, MA; Portsmouth, NH; Indianapolis, IN; or Plano, TX. Liberty Mutual Insurance Group