This role leads a modern operations product organization focused on building scalable platforms, workflow capabilities, and tools that enhance agent and internal servicing experiences. This role owns the strategy, roadmap, prioritization, adoption, and continuous evolution of operational capabilities using a product management approach. Key focus areas include workflow orchestration, AI-enabled servicing, automation, case management, and low-code solutions to improve efficiency and reduce friction. This role partners closely with digital and agent experience teams across the enterprise to align platform priorities, improve end-to-end journeys, and deliver seamless, scalable servicing capabilities.

Responsibilities

• Establish and lead the Operational Platforms & Automation function spanning product management, data stewardship, workflow optimization, operational tooling, platform enablement and technology ownership.

• Define and execute a multi-year strategy and roadmap for platforms supporting agent servicing and operations.

• Build and operationalize a product management framework including discovery, prioritization, backlog management, release planning, and value realization.

• Serve as business product leader balancing user experience, efficiency, scalability, compliance, and modernization goals.

• Partner across operations, technology, marketing, digital, compliance, legal, and business teams to simplify, modernize, and enhance operational experiences.

• Lead implementation and continuous improvement of workflows, automation, and operational capabilities across platforms and servicing processes.

• Drive innovation to improve agent and back-office experience, service quality, scalability, efficiency, and operational performance.

• Establish KPIs/OKRs and leverage analytics to measure adoption, efficiency gains, cycle time reduction, straight-through processing, and business impact; ensure continuous value realization.

• Build and lead multidisciplinary teams while fostering a culture of accountability, user-centricity, transparency, innovation, collaboration, and data-driven decision-making.

• Lead operational transformation with strong governance, executive communication, risk management, and stakeholder alignment while influencing across matrixed organizations and championing a product operating model.

Qualifications

• Bachelor’s degree in business, finance, or related field, or equivalent experience

• 15+ years of experience leading operations transformation, operational product management, workflow automation, and/or platform enablement functions

• Proven experience building and scaling product-oriented operational teams and platform capabilities

• Strong understanding of product operating models, agile delivery methodologies, and platform lifecycle management

• Experience leading workflow modernization, servicing transformation, operational platform implementations, or enterprise operational improvement initiatives

• Demonstrated success partnering with technology, engineering, and digital product organizations

• Strong analytical, strategic planning, and executive communication skills

• Experience within financial services, insurance, healthcare, fintech, or other highly regulated industries preferred

• Deep understanding of financial services supply chain protocols and integration standards (DTCC, ACORD, SWIFT, REST, JSON)

• Strategic thinker with the ability to simplify complexity into actionable, prioritized plans

Preferred Qualifications

• Background in financial services or other regulated industry

• Experience in leveraging Artificial Intelligence to modernize processes and operations

• Ability to translate business requirements into technology enabled solutions

Working Conditions

• Office environment

• Moderate travel (10-25%)

• Travel as needed for internal meetings

The Salary for this position generally ranges between $235,000 - $265,000 annually. Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law. Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at the Company’s discretion.