Product Manager, (Messaging) Content & Channels

Job description

### Why TrueML? TrueML is a mission-driven financial software company that aims to create better customer experiences for distressed borrowers. Consumers today want personal, digital-first experiences that align with their lifestyles, especially when it comes to managing finances. TrueML’s approach uses machine learning to engage each customer digitally and adjust strategies in real time in response to their interactions. The TrueML team includes inspired data scientists, financial services industry experts and customer experience fanatics building technology to serve people in a way that recognizes their unique needs and preferences as human beings and endeavoring toward ensuring nobody gets locked out of the financial system. ### About the Role: We seek a results-oriented Product Manager to own the content tooling and communications execution layer of our SaaS B2B2C platform - the systems that create, manage, and deliver every message our clients send. This role covers the content management stack (headless CMS, templating, personalization, approval workflows) and everything downstream: the vendors and channels that get messages out through email, text, and letters. You will sit at the intersection of content operations, deliverability, and consumer empathy. As the product owner, you will define the vision, strategy, and roadmap for content authoring and multi-channel delivery. You will collaborate with cross-functional teams to give our B2B clients fast, compliant, self-serve control over what gets sent - and make sure it actually arrives. You will own the pipeline that turns content into delivered messages. You will build the authoring and setup tools that let clients create, review, and send communications without needing engineering, and you will own the vendor and channel infrastructure that gets those messages out reliably and at scale. ### What You'll Do - Content Management - **Content Management:** Own our content stack, such as Contentful or a similar headless CMS - content models, templates, and publishing workflows. - **Empower the Client:** Deliver clear, easy-to-use tools so clients can manage their own templates, dynamic variables, brand voice, and compliance language. - **AI in Content Tooling:** Bring AI into the authoring experience - drafting and rewriting copy, suggesting variants to test, checking tone and reading level, and flagging compliance risks before content ships. - **Governance & Approvals:** Build review, approval, and audit workflows that lock legally-reviewed language while allowing safe self-serve edits everywhere else. - **Scale & Reuse:** Drive reusable templates and personalization so content scales across clients, channels, and debt types without duplication. ### What You'll Do - Vendors & Channels - **Vendor Management:** Own integrations and performance with delivery vendors such as Twilio, SparkPost, Lob and similar email, texting, letter and voice providers - including evaluation, onboarding, backups, and failover. - **Deliverability:** Drive sender reputation, domain and IP management, 10DLC and short code registration, and carrier analysis. - **Channel Strategy:** Define what each channel can and cannot do across email, SMS/MMS, letter, and phone-like channels, and how content shows up in each. - **Monitoring:** Build monitoring for send health, bounce and complaint rates, delays, and vendor cost, with clear visibility for internal teams and clients. ### What You'll Do - Consumer Impact - **Personalization:** Partner with data science so content and channel choices fit each individual consumer. - **Engagement Strategy:** Move beyond delivery rates to real outcomes - measure how content and channel choices help consumers reach a positive financial resolution. - **Experimentation:** Run content and channel A/B tests, and feed what you learn back into templates and models. ### Who You Are: - **Experience:** 3+ years in Product Management, with exposure to content platforms, CMS or marketing tools, or communications infrastructure. Fintech, debt collection, or other regulated financial services experience is a strong plus. - **Content Tooling:** Hands-on experience with a headless CMS or content platform (Contentful, Contentstack, or similar) - content modeling, templating, and publishing workflows. - **Working with Contractors:** Experience working with contractors or agencies - setting the work and the standards, and keeping the team on track. - **Vendor & Channel Expertise:** Working knowledge of email/SMS/voice delivery vendors, deliverability mechanics, carrier and ISP filtering, and messaging regulations. - **The "Double-Sided" Mindset:** Experience with B2B2C products, balancing business buyer needs with end-user experience. - **Data Fluency:** Comfortable working with engagement, deliverability, and segmentation data. - **Soft Skills:** Ability to articulate complex technical concepts to non-technical client stakeholders clearly. - **Education:** Bachelor's degree in Computer Science, Business, or a related field.