VP of Product, Innovation, and Application Systems

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BCA Financial Services, Inc. is an accounts receivable management company that connects consumers and businesses through customer-centric account resolution. We are in the business of helping consumers understand their healthcare bills and assisting them in resolving balances in a compassionate and friendly manner. We are a well-established company that values our staff, our clients, and the customers we all serve.

We are looking for a highly motivated and driven VP of Product, Innovation, and Application Systems to join our team.

Summary/Objective:

The Vice President of Product, Innovation, and Application Systems is responsible for advocating for consumer, client, and internal partner experiences while overseeing the development, maintenance, and optimization of business systems and applications. This position excludes infrastructure responsibilities but focuses on managing teams that handle business workflows, automation, and batch processes. The VP drives strategic innovation, ensuring technology solutions enhance customer, client, and internal partner experiences across all business units.  They ensure regulatory compliance and adherence to industry best practices, recognizing that failure to follow best practices, even if not required by regulations, could still put BCA at risk. The VP also aligns technology solutions with client and internal needs, optimizing business processes for the organization.

Essential Functions:

Leadership and Strategy:

• Lead a cross-functional team including application analysts, business systems managers, and batch process administrators to ensure smooth, secure, and optimal functioning of enterprise applications.
• Develop and execute strategies for product innovation, focusing on enhancing both consumer and client experiences across multiple business lines.
• Establish and monitor KPIs that align with business goals, improving consumer experiences, and building client loyalty through the use of innovative technology.
• Champion customer and client experience, ensuring seamless integration across all business verticals, and embed insights into the organization to drive end-to-end improvements.
• Identify and resolve “pain points” in the customer/client journey, utilizing technology for both short- and long-term solutions.

• Drive the creation and implementation of new technologies, such as consumer and client portals, electronic signature solutions, online chat, and AI integrations.
• Ensure innovative approaches to consumer notifications via SMS, email, and other viable communication channels, including managing consent across these platforms.
• Maintain compliance with regulatory requirements, industry best practices, and client expectations in all product innovations.

• Oversee the configuration, management, and optimization of business applications and systems to support operational excellence.
• Leverage data and key performance indicators (KPIs) to identify opportunities for process optimization and ensure business systems meet the needs of both internal and external clients.
• Coordinate with business units to modify workflows and enhance processes through the effective use of technology.

• Oversee application-related and innovation-driven projects, ensuring timely and on-budget delivery of system upgrades and process enhancements.
• Manage project timelines, resource allocation, and scope for all application and product innovation projects.
• Act as a change agent, driving the adoption and implementation of new solutions and technologies across all business lines.
• Assure documentation is developed and maintained.

• Ensure all applications and business systems comply with relevant industry regulations such as FDCPA, HIPAA, PCI DSS, and others.
• Implement and maintain technology solutions that not only enhance the consumer and client experience but also maintain data security and integrity.

• Collaborate with internal departments to ensure technology initiatives align with business objectives and client needs.
• Partner with external vendors, clients, and business units to manage the delivery and usage of supported products.
• Foster a service-oriented culture within the IT and product management teams, ensuring clients and end-users view the department as a problem-solver.

• Lead and mentor teams focused on product development, application systems, and business workflows, ensuring alignment with strategic objectives.
• Provide coaching and professional development opportunities to team members, fostering an environment of innovation and continuous improvement.
• Conduct performance reviews, set department objectives, and provide clear feedback to support team development.

• Bachelor’s degree in Information Technology, Product Management, or a related field; Master’s degree preferred.
• 10+ years of experience in product management, IT application and business systems management, or a similar role.
• Proven experience in driving product innovation and improving customer experiences.
• Strong project management skills with a track record of leading cross-functional teams.
• Expertise in business process automation, application lifecycle management, and regulatory compliance.
• Excellent leadership, communication, and problem-solving skills, with a focus on both innovation and operational excellence.
• Familiarity with business systems, customer portals, AI channels, and communication technologies (SMS, email, chat).

• Medical, Dental, Vision, Voluntary Life Benefits
• 401k with a company match
• Paid Holidays and Paid Time Off
• Remote work

BCA Financial Services, Inc. is an Equal Opportunity Employer.