Product Manager, Customer Lifecycle & Automation

The Product Manager, Customer Lifecycle & Automation owns the end-to-end customer lifecycle, from onboarding and communications to payments and ongoing engagement. This role leads discovery and roadmap prioritization for initiatives that improve retention, satisfaction, and efficiency, while defining and delivering AI-driven automation solutions such as chatbots, intelligent virtual assistants, and workflow automation. Working cross-functionally with Product, Engineering, Operations, Compliance, and CX, the Product Manager translates business needs into high-quality customer experiences and drives continuous improvement through data, feedback, and change management.

Essential Functions

• Own the end-to-end customer lifecycle strategy, including onboarding, authentication, multi-channel communications (email, SMS, phone, letters), and payment experiences.

• Lead discovery, roadmap planning, and prioritization of lifecycle initiatives that drive customer retention, engagement, and satisfaction.

• Define, manage, and scale AI-driven automation capabilities such as chatbots, intelligent virtual assistants (IVA), agent assist tools, document automation, and intelligent workflow solutions.

• Partner cross-functionally with Product, Operations, Engineering, Compliance, and CX to align priorities, ROI, and measurable business outcomes.

• Translate business and customer needs into clear product requirements and collaborate closely with engineering and design to deliver high-quality, customer-facing experiences.

• Monitor performance metrics, customer feedback, and sentiment to identify insights and opportunities for continuous lifecycle improvement.

• Drive change management, process optimization, and automation adoption across teams to improve scalability, efficiency, and operational effectiveness.

Required Education and Experience

• Bachelor’s degree in Business, Information Systems, Computer Science, Engineering, or a related field, or commensurate work experience required

• 7 years in product management, product operations, customer lifecycle management, or digital experience roles

• Demonstrated experience owning end-to-end customer journeys, including onboarding, communications, self-service, or payment experiences

• Hands-on experience defining and delivering automation or AI-enabled solutions, such as chatbots, IVAs, workflow automation, or agent assist tools

• Proven ability to lead discovery, roadmap planning, and prioritization in a cross-functional environment

• Experience translating business and customer needs into clear product requirements and working closely with engineering and design teams

• Strong track record of using data, customer feedback, and performance metrics to drive product decisions and continuous improvement

• Experience partnering with or supporting Operations, CX, Compliance, or regulated environments (financial services experience a plus)

Physical Demands

While performing the duties of this position, the employee is frequently required to sit for extended periods, as well as stand, walk, talk, hear, and use hands and fingers to handle or operate objects, tools, or controls. The role requires working on a computer for the majority of the workday. The employee may occasionally be required to lift, push, or pull up to 20 pounds. This is an office-based position.