AI-First Product Manager (Ops Transformation)

Location

Type

Full Time

Team

Product

We’re transforming the debt collection industry with AI-powered automation that delivers compliant, empathetic, and revenue-driving customer experiences. Our mission is to help agencies, lenders, and financial institutions reimagine collections by blending human-level conversation with the efficiency of AI. We’re a fast-growing fintech startup building the operating backbone for modern collections—whether inbound, outbound, or digital self-service.

If you’re energized by stripping down messy, manual processes and rebuilding them as AI-native workflows, and if you can translate operational pain into automation that sticks, this role might be for you.

How you will make an impact in this role

We are looking for our first AI-First Product Manager (Ops Transformation) — a builder who fuses product management rigor with systems-level AI thinking.

Your mandate: take our debt collection operator’s playbook, strip it to the studs, and redesign it for an AI-native organization. That means immersing yourself in daily ops, identifying compliance-heavy bottlenecks, and rethinking how they should work in an AI-first world. You’ll own the journey from raw operator pain → prototype automation → adoption and scaling.

This is a role for someone equally comfortable shadowing frontline staff, drafting RICE + risk-scored automation priorities, and guiding MVP engineering builds (or prototyping in Cursor/Claude code yourself). In short: you’ll turn ambiguity into working automations and repeatable playbooks that compound value across departments.

Responsibilities

Discovery & Translation

• Immerse in daily collections ops to map SOPs and surface pain points.
• Apply Jobs-to-Be-Done and anthropological methods to reframe operator needs.
• Identify and rank-order automation opportunities by reach, impact, compliance risk, and more (RICE + risk-tier).

Design & Execution

• Draft specs and either prototype yourself or manage lightweight engineering builds.
• Ship scrappy MVPs quickly; measure cycle-time, compliance adherence, and throughput.
• Capture learnings in shareable posts, SOPs, and the AI-First Ops Handbook so wins compound.

Governance & Compliance

• Apply strict guardrails: T0–T3 risk tiers, human-in-the-loop where required.
• Ensure AI workflows are explainable, auditable, and compliant.

Impact & Scaling

• Track adoption: % of ops tasks starting with AI.
• Measure business outcomes: revenue impact, FTE leverage, error reduction.
• Industrialize successful prototypes into repeatable modules.

Requirements

Must have

• 5+ years in product management, ops transformation, or program management.
• Proven track record of translating manual SOPs into automated, governed workflows.
• Experience working in or adjacent to regulated industries (fintech, healthcare, collections, gov).
• Familiarity with automation stacks (RPA, workflow orchestration, APIs) and emerging AI architectures (LLMs, agentic systems).
• Data self-service skills (SQL, dashboards) a plus.
• Startup-tested: you can bring order without needing layers of process to get going.

Preferred

• Start with AI: treat automation as the reflexive first step in ops design.
• Human as router: know when to elevate to judgment, compliance, or context.
• Compound wins: document and share so no automation stays siloed.
• Culture builder: normalize AI-first rituals (e.g., “AI Win of the Week”) to drive adoption.
• Execution-first: You thrive in ambiguity, move from pain points to working solutions fast.
• AI-native reflexes: You know LLMs, RAG, embeddings, and agentic orchestration — not just in theory but in how they reshape real workflows.
• Systems thinker: You can zoom out to see the process end-to-end and zoom in to fix the brittle step that breaks it.
• Operator empath: You can shadow a frontline operator and feel where the friction lives.
• Scrappy builder: Bonus if you can prototype in Cursor IDE/Claude code or SQL; at minimum, you’re fluent enough with code to direct engineers effectively.
• Compliance aware: You respect the red lines — automation never compromises legal, regulatory, or reputational guardrails.

At Trusting Social, we live by ownership, integrity, and agility in execution. We believe in doing what's right, what's best, and what's innovative. If you're smart, driven, and want to make a difference in the world with the most advanced and fascinating technology, we invite you to be part of our rockstar team!