VP of Product Management, Conversational AI and Digital Servicing

Job description

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them. Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself. As VP of Product Management, Conversational AI & Digital Servicing, you will define the future of how millions of customers engage with Empower when they need help, guidance, or service. Your most important mandate will be defining and bringing to life Empower’s conversational AI strategy – creating experiences that allow customers to engage with an intelligent digital advisor, seamlessly transition to a human advisor when needed, and resolve everyday needs simply and intuitively. The opportunity is not to digitize traditional servicing, but to fundamentally rethink how digital intelligence and human expertise come together. You will own the strategy from vision through execution. Near-term, that means identifying high-impact opportunities across conversational experiences, live chat, FAQs, and digital containment. Over time, the portfolio will expand across the foundational capabilities customers use to manage their relationship with Empower. This is a highly visible leadership role for someone who combines rigorous strategic thinking with exceptional product judgment and strong technology fluency. You will work across Product, Technology, Design, Data, Innovation, Sales, Marketing, Operations, Legal, and Compliance to turn an ambitious vision into experiences operating at significant scale. You will report to Empower's Head of Digital and build an ambitious product team to bring our vision and strategy to life. What you will do Define Empower’s conversational AI strategy and product vision, identifying where AI can fundamentally improve how customers receive guidance, collaborate with Empower, and resolve service needs. Create a seamless digital-to-human experience, enabling customers to move naturally between AI-powered experiences, digital servicing, and their human advisor without losing context or continuity. Reimagine digital servicing from first principles, using AI, automation, and exceptional product design to improve customer outcomes while materially increasing digital containment and operational efficiency. Turn strategy into a focused roadmap, balancing immediate opportunities such as live chat, methods to address top customer questions, and servicing journeys with the longer-term capabilities required to transform the customer experience. Build sophisticated AI-powered experiences at scale, partnering deeply with technology, data, design, and risk teams on conversational experiences, personalization, orchestration, evaluation, safeguards, and human escalation. Own and evolve foundational digital servicing capabilities that customers rely on to manage their relationship with Empower. Bring structure to highly ambiguous problems, combining customer insight, data, emerging technology, and competitive intelligence to determine where Empower should place its biggest bets. Lead through influence across a complex organization, aligning senior executives and cross-functional partners, challenging existing assumptions, removing barriers, and creating momentum around a shared strategy. Build a high-performing product organization, attracting exceptional talent and establishing a culture of strong product judgment, ownership, speed, and measurable outcomes. What you will bring 15+ years of experience with significant leadership responsibility for consumer digital products, including a track record of defining strategy and bringing complex products from concept to scale. Demonstrated experience defining and launching AI-powered products or platforms, not simply using off-the-shelf generative AI tools, with strong fluency in modern conversational AI and LLM-based product experiences – include links to examples. Exceptional strategic problem-solving skills and the ability to turn ambiguous, complex opportunities into clear choices, priorities, and executable plans. Strong product and technology judgment and the ability to engage deeply with engineering, data, design, and architecture leaders. A track record of influencing senior executives and leading complex, cross-functional initiatives in large organizations. Exceptional communication and storytelling skills, with the ability to make sophisticated ideas simple and build conviction around a vision. A high bar for consumer experience and a track record of challenging conventional approaches to create meaningfully better products. What will set you apart A career that combines rigorous strategy experience, such as top-tier strategy consulting firm, with hands-on product leadership. Experience building exceptional consumer products within a leading technology or digitally native company. Direct experience launching conversational AI, generative AI, digital assistant, or AI-enabled servicing experiences at meaningful scale. Experience succeeding in both fast-moving product environments and large, complex organizations, with the judgment to know when to challenge the system and when to navigate it. Change champion with proof points. Experience in fintech, wealth management, financial services, or another highly regulated consumer industry. #PJPW ***Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time, including CPT/OPT.*** What we offer you We offer an array of diverse and inclusive benefits regardless of where you are in your career. We believe that providing our employees with the means to lead healthy balanced lives results in the best possible work performance. Medical, dental, vision and life insurance Retirement savings – 401(k) plan with generous company matching contributions (up to 6%), financial advisory services, potential company discretionary contribution, and a broad investment lineup Tuition reimbursement up to $5,250/year Business-casual environment that includes the option to wear jeans Generous paid time off upon hire – including a paid time off program plus ten paid company holidays and three floating holidays each calendar year Paid volunteer time — 16 hours per calendar year Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA) Business Resource Groups (BRGs) – BRGs facilitate inclusion and collaboration across our business internally and throughout the communities where we live, work and play. BRGs are open to all. Base Salary Range $215,000.00 - $311,750.00 The salary range above shows the typical minimum to maximum base salary range for this position in the location listed. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation offered may vary from posted hiring range based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Equal opportunity employer • Drug-free workplace We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age (40 and over), race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law. ***For remote and hybrid positions you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to work with limited disruption. You must have reliable connectivity from an internet service provider that is fiber, cable or DSL internet. Other necessary computer equipment, will be provided. You may be required to work in the office if you do not have an adequate home work environment and the required internet connection.*** Job Posting End Date at 12:01 am on: 09-26-2026 Want the latest money news and views shaping how we live, work and play? 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