Senior Product Manager - Servicing

Job description

Senior Product Manager - Servicing (US Remote) Why this Role Matters: The Senior Product Manager - Servicing will own the product experience across Greenbox Capital’s servicing ecosystem, including both the tools used by internal team members and the experiences used by our customers. This role is responsible for understanding business problems, customer needs, operational workflows, and team-member pain points, then translating those insights into scalable product solutions that improve efficiency, usability, and business outcomes. You will serve as the architect of business impact, defining the problems we should solve, shaping the future-state experience, establishing requirements and success measures, and partnering closely with Technology to bring those solutions to life. Salesforce is currently a key internal platform supporting servicing and may expand into additional areas of the business over time. While Salesforce experience is valuable, this is not a Salesforce administrator or technical architecture role. We are looking for a strong product leader who knows how to solve business problems from both the customer and team-member perspective. In addition to owning the servicing experience, this role will support other strategic initiatives across the company through Greenbox Capital’s product pod structure. This role reports to the Chief Operating Officer and works closely with Technology, Operations, Underwriting, Risk, Sales, Data, and other business teams. What Success Looks Like: Here’s how your time might break down (actual time can shift depending on business needs): Servicing Product & Experience Ownership - Owning the roadmap and experience across customer-facing servicing capabilities and internal team-member tools Product Discovery & Delivery - Identifying the right problems to solve and moving initiatives from discovery through development, launch, and iteration Business Process & Workflow Optimization - Redesigning workflows, reducing friction, and identifying opportunities to simplify, automate, or improve how work gets done Cross-Functional Product Leadership - Partnering across Product, Technology, Operations, Underwriting, Risk, Sales, and Data to solve high-priority business problems Product Adoption & Business Impact - Ensuring new capabilities are adopted, used effectively, and produce measurable improvements in customer and business outcomes How you’ll be measured: Servicing Product & Experience Ownership: Own and evolve the product roadmap for Greenbox Capital’s servicing experience Develop a deep understanding of customer journeys, team-member workflows, operational challenges, and business needs Define product priorities based on customer value, operational impact, business outcomes, effort, and strategic importance Design future-state experiences and workflows that simplify processes and improve outcomes Ensure internal tools and customer-facing experiences work cohesively across the servicing lifecycle Product Discovery & Delivery: Lead product initiatives from problem identification and discovery through launch and iteration Conduct discovery with customers, team members, and business stakeholders to understand root problems before defining solutions Translate complex business needs into clear product requirements, user stories, acceptance criteria, and measures of success Maintain backlog clarity and establish thoughtful prioritization across competing initiatives Partner closely with Technology throughout development, QA, release readiness, and implementation Evaluate product performance after launch and drive continuous improvement based on data and user feedback Business Process & Workflow Optimization: Identify friction, unnecessary complexity, manual work, and breakdowns within servicing and operational workflows Determine when processes should be redesigned, simplified, automated, or enabled through technology Design scalable future-state workflows in partnership with business and Technology stakeholders Identify opportunities to improve or expand the use of Salesforce and other platforms Ensure new solutions integrate effectively with existing systems, data, and operational processes Balance immediate business needs with longer-term scalability Cross-Functional Product Leadership: Partner with Operations, Underwriting, Risk, Sales, Technology, Data, and other teams to solve priority business problems Support strategic initiatives outside the core servicing roadmap through Greenbox Capital’s product pod structure Create alignment around problem definition, requirements, priorities, trade-offs, and success measures Communicate product direction and decisions clearly to technical and non-technical stakeholders Challenge assumptions and help teams distinguish between symptoms, root causes, and the right solution Product Adoption & Business Impact: Define clear success measures for major product initiatives Monitor adoption, workflow utilization, customer experience, operational performance, and relevant business outcomes Partner with stakeholders on UAT, training, documentation, release communication, and change adoption Identify where released capabilities are not producing the intended outcomes and determine what needs to change Continuously improve the product based on user behavior, feedback, operational data, and business performance You’re a Strong Fit if You: Think about product through the lens of the customer, the team member, and the business outcome Naturally seek to understand the problem before jumping to a solution Can take messy, ambiguous business challenges and turn them into structured product opportunities Understand how operational workflows, technology, data, and customer experience intersect Know how to distinguish between improving an existing process and designing a better future-state process Can translate business needs into clear requirements that Technology teams can execute Are comfortable challenging assumptions and asking why a process exists before automating it Balance strategic product thinking with hands-on execution Prioritize based on impact rather than simply responding to the loudest stakeholder Communicate clearly with both technical and non-technical audiences Use data, user feedback, and business context to make product decisions Are comfortable operating in a fast-moving environment where priorities and business needs evolve Demonstrate strong ownership and accountability from problem identification through business outcome Adapt well in a distributed team environment and collaborate effectively across functions What You’ve Done Before: Bachelor’s degree required, preferably in Business, Computer Science, Information Systems, or a related field Minimum 5 years of product management experience delivering complex software or technology-enabled products Demonstrated experience translating customer, user, and business problems into scalable product solutions Experience leading product initiatives through discovery, requirements definition, prioritization, development, launch, and iteration Experience working closely with engineering or Technology teams throughout the product lifecycle Experience improving operational workflows, business systems, or internal tools Experience using data and customer or user feedback to inform product decisions Experience managing competing priorities and maintaining a clear product backlog or roadmap Experience working with Salesforce as a product or business platform preferred Experience building products that serve both internal users and external customers preferred Experience in fintech, lending, servicing, payments, alternative finance, or another operationally complex environment preferred Experience working within cross-functional product pods or similar delivery models preferred Tools and Expertise You’ll Bring: Product strategy and roadmap development Product discovery and problem definition Customer journey and user workflow analysis Business process and future-state workflow design Product requirements and user story development Backlog management and prioritization Agile or Scrum product development methodologies Internal tools and customer-facing product experiences Salesforce-based product environments Workflow automation and operational systems design Product analytics and data-informed decision-making UAT, release readiness, and product adoption Analytics platforms such as Power BI, Tableau, Sigma, Looker, or Databricks SDLC and product management tools such as Azure DevOps, Jira, Linear, or Shortcut Vendor, platform, and integration management What to Expect from Our Interview Process We believe in a respectful, efficient, and transparent hiring experience. Here’s what you can expect (subject to changes depending on role): Step 1: Initial Phone Screen Step 2: Recruiter Interview Step 3: Interview with Chief Operating Officer Step 4: Product / Business Working Session Step 5: Cross-Functional Leadership Interviews Step 6: References, Offer & Background Check What's In It For You: 💸 Competitive Pay - We know your worth and we pay accordingly. 🌴 Flexible PTO - Work hard, rest well. Take the time you need to recharge. 🏡 Remote - Fully remote within the U.S., working Eastern Time hours to keep everyone aligned. 🩺 Full Benefits Package - Health, dental, vision, 401K with employer match 🧠 Smart, Supportive Teammates - Collaborate with sharp minds who are kind, driven and uphold our core values: Wear Green First, Pull the Thread, Move the Needle, Courage Over Comfort, Think Bold, Win Together, and Own the Outcome