Staff Product Manager, Claims Experience

Role Description

When a policyholder faces a cyber incident, how we respond defines the value of everything we sell. As a Staff Product Manager for our Claims Experience, you will own the systems and workflows at the heart of that promise: making our claims handling faster, smarter, and more effective for the internal teams who run it and the brokers and policyholders who depend on it.

This role is fundamentally about operational excellence. You will drive the automation, tooling, and platform investments that remove friction from claims workflows, reduce manual overhead, and give our claims professionals the clarity and leverage they need to resolve incidents quickly and with confidence.

You will partner closely with engineering, design, and cross-functional stakeholders to ship products that deliver clear value across the claims journey. This is an individual-contributor (staff) role that will regularly lead complex, cross-functional initiatives.

This position collaborates deeply with Claims, Actuarial, Finance, Legal, Data Science, and Insurance Operations and is based in the United States/Canada, with flexible, distributed working arrangements in line with Coalition's policies.

Responsibilities

• Define and evolve the claims experience strategy
• Develop and maintain a clear product strategy and roadmap for Coalition's claims experience, with a strong emphasis on operational efficiency spanning workflow tools, automation, ML-powered insights, and customer-facing experiences.
• Lead complex software migrations and platform evolution
• Drive end-to-end product work for major systems migrations, including discovery, planning, rollout, change management, and measurement of impact in close partnership with your engineering team.
• Serve internal customers with a strong customer experience mindset
• Work closely with internal users — claims professionals, operations, finance, actuarial to deeply understand their workflows and pain points.
• Leverage AI and automation across the product lifecycle
• Use AI consistently across core product tasks from ideation to execution to empower your team and get more done.
• Own requirements, documentation, and cross-functional communication
• Create detailed use cases, write clear and actionable product requirements, and articulate the benefits and trade-offs of features for engineering, claims, operations, sales, marketing, and leadership audiences.
• Make data-informed decisions
• Use both quantitative and qualitative data to define success metrics, prioritize initiatives, and make thoughtful trade-offs between competing goals and constraints.
• Lead intricate, cross-functional initiatives
• Direct complex projects that span multiple teams and systems, coordinating stakeholders, managing dependencies, and ensuring on-time, high-quality delivery.

Qualifications

• 7+ years of experience building and shipping software products, ideally in SaaS, fintech, or related domains.
• Demonstrated track record of taking products or major features from zero to meaningful customer benefit, including defining the problem, validating solutions, and iterating post-launch.
• Proven experience leading migrations or systems transformations (for example, claims platforms, workflow tools, or other critical internal/enterprise systems).
• Strong customer experience sense, with a demonstrated ability to deeply understand internal workflows while maintaining clear sight of the end-customer experience.
• Demonstrated ability to use AI tools as part of daily product work, with a willingness to learn and expand knowledge in this domain.
• Exceptional written and verbal communication skills, with the ability to explain complex technical and operational concepts to diverse stakeholders and guide discussions to actionable decisions.
• Measured success delivering against company and strategic goals, with clear examples of impact on both customer outcomes and business metrics.
• Ability to balance short-term execution with long-term platform and experience investments.
• Comfort with change and ambiguity; experience operating in rapidly growing and evolving environments.
• Strong influence skills and collaborative mindset, with a track record of driving alignment across diverse stakeholders without relying on formal authority.

Bonus Points

• Experience with the business of insurance or other regulated financial products (underwriting, policy administration, claims, or compliance-heavy workflows).
• Experience with enterprise systems used by internal operations teams, such as Salesforce, NetSuite, or similar platforms.
• Prior work with Data Science and ML teams, including designing products that use predictive models, risk scores, or automated decisioning while managing operational and regulatory considerations.
• Familiarity with cyber risk, security operations, or incident response workflows.

Compensation

As a remote-first organization, our compensation reflects the cost of labor across several Canadian geographic markets.

• In Alberta, British Columbia & Ontario the base salary for this position ranges from $164,000/year up to $214,000/year.
• For all other locations, the base salary for this position ranges from $147,000/year up to $197,000/year.

Consistent with applicable laws, an employee's pay within this range is based on a number of factors, which include but are not limited to relevant education, skills, job-related knowledge, qualifications, work experience, credentials, and/or geographic location. Your Recruiter can share more on the specific target salary range for your location during the interview process. Coalition, Inc. reserves the right to modify this range as needed.

Perks

• 100% medical, dental, and vision coverage
• Flexible PTO
• Annual home office stipend and WeWork access
• Mental & physical health wellness programs like Headspace, Lumino, and more!
• Competitive compensation and opportunity for advancement