Senior Product Manager

Happen Bank is looking for a Sr Product Manager to shape the future of our Operations and Contact Center platforms. In this role, you’ll lead the strategy and delivery of the internal applications that enable our agents to deliver exceptional member experiences while improving operational efficiency, quality, and consistency You’ll partner closely with Engineering, Design, Operations, Risk, Compliance, and business leaders to modernize agent workflows, reduce operational friction, and build scalable platforms that support the future of Happen Bank Success in this role is measured by the business impact you deliver—from improving agent productivity and service quality to simplifying complex workflows and enabling operational scale Help define a compelling product vision and strategy for internal Operations platforms, workflows, and agent tools Translate operational pain points and business goals into an outcome driven roadmap grounded in impact Prioritize investments using clear success metrics, tradeoffs, and alignment with enterprise operational strategy Lead rigorous discovery to understand agent behavior, workflow inefficiencies, system gaps, and operational friction Validate solutions using research, prototyping, data, and experimentation Ensure every initiative has clear, measurable success criteria tied to operational performance Foster a learning driven culture where teams iterate quickly and stop work that is not delivering impact Drive delivery of internal tools and platform enhancements that materially improve agent efficiency, service quality, and operational scalability Partner with engineering and design to balance speed, technical feasibility, user experience, and long-term platform health Use insights from telemetry, qualitative feedback, and operational data to inform ongoing prioritization and continuous improvement Ensure internal tools meet regulatory, security, and risk requirements without compromising usability Influence decisions across technology, data, operations, risk, compliance, and servicing to ensure alignment and platform scalability Communicate roadmap, priorities, progress, and results clearly to senior and executive stakeholders Build strong, trust-based partnerships with operations leaders and other cross‑functional executives How Success Is Defined: Measurable improvements in operational performance (product cross‑sell, average handle time reductions, higher quality assurance scores, fewer errors, improved agent satisfaction) A modernized internal toolset that simplifies workflows, reduces complexity, and enables growth Clear alignment between Operations strategy and product investments Strong, repeatable product discovery and evidence‑based decision making Trusted leadership presence with engineering, operations, and executive teams While the position will primarily work local hours, Happen Bank is headquartered in Pacific Time and our ideal candidate will be flexible working across time zones when necessary Benefits Untracked vacation for salaried employees, which means take it when you need it, and generous paid time off for hourly team members A hybrid work model that balances in‑office and work from home Leading health and safety protocols related to COVID, including complimentary at‑home testing kits from Cue Health for those coming to the office Up to 16 weeks paid leave for new parents, plus a fully paid, phased return‑to‑work policy for qualified leaves Mothers Rooms and hospital‑grade pumps in every LC office Generous and varied mental health benefits Wellness program with cash incentives — earn up to $75 per month for being active Paid volunteer time and donation matching Onsite gym, locker room, bike room, and fitness classes (depending on location) Café with our own in‑house barista Stocked pantries with healthy snacks and drinks Technology‑forward and collaborative office spaces Qualifications Strong product judgment with experience balancing user needs, business objectives, technical considerations, and regulatory requirements Excellent written and verbal communication skills with the ability to clearly articulate strategy, priorities, and tradeoffs 8+ years of product management experience; bachelor’s degree in a related field; or equivalent work experience Demonstrated ability to influence senior stakeholders and drive alignment across complex, cross‑functional organizations Experience leading product discovery, validating opportunities through research and experimentation, and using data to inform decisions Experience building or leading internal tools, operational platforms, or contact center technologies Proven track record improving operational efficiency, service quality, or customer outcomes through product innovation You have hands‑on experience using AI tools to accelerate your work and improve output quality. You’re equally comfortable using them yourself and helping others apply them thoughtfully, recognizing where human judgment and oversight remain essential You proactively identify opportunities to improve products, processes, and team effectiveness while maintaining a strong focus on measurable outcomes #J-18808-Ljbffr