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Senior Product Manager

GoodLeap
Full-time
On-site
San Francisco, California, United States
Senior Product Manager
About GoodLeap:
GoodLeap is a technology company delivering best-in-class financing and software products for sustainable solutions, from solar panels and batteries to energy-efficient HVAC, heat pumps, roofing, windows, and more. Over 1 million homeowners have benefited from our simple, fast, and frictionless technology that makes the adoption of these products more affordable, accessible, and easier to understand. Thousands of professionals deploying home efficiency and solar solutions rely on GoodLeap’s proprietary, AI-powered applications and developer tools to drive more transparent customer communication, deeper business intelligence, and streamlined payment and operations. Our platform has led to more than $30 billion in financing for sustainable solutions since 2018.
 
GoodLeap is also proud to support our award-winning nonprofit, GivePower, which is building and deploying life-saving water and clean electricity systems, changing the lives of more than 1.6 million people across Africa, Asia, and South America.

The Senior Product Manager, Servicing – Customer Experience will own the end-to-end customer experience for servicing journeys, with an initial and deep focus on delinquency and at-risk customers. This role is responsible for designing scalable, compliant, and empathetic solutions that help customers self-serve, recover successfully —while reducing operational cost and complexity.
 
This PM will work at the intersection of customer experience, servicing operations, risk outcomes, and AI-powered automation, partnering closely with Engineering, Data, Servicing Operations, Legal/Compliance, and Portfolio Management. Success in this role is measured not only by experience quality, but by tangible improvements in delinquency outcomes, self-service adoption, and cost-to-serve.

Essential Job Duties and Responsibilities

    • Product Strategy – Work closely with senior leaders to define and evolve the product vision for servicing customer experiences, with an initial and deep focus on self-service and at-risk customer journeys. Develop a clear strategy for improving customer outcomes, self-service adoption, and operational efficiency, informed by customer insights, servicing data, and portfolio performance. Continuously evaluate product performance against business objectives (e.g., delinquency outcomes, cost-to-serve, customer satisfaction) and adjust strategy as needed while balancing risk, compliance, cost, and customer impact.
    • Execution – Own end-to-end execution of servicing product initiatives, including discovery, requirements definition, backlog management, development, testing, and launch. Lead the delivery of digital and AI-enabled customer experiences across channels such as web, chat, text, IVR, and agent-assisted flows. Partner closely with Engineering, Design, Data, Legal/Compliance, and Servicing Operations to ensure solutions are scalable, compliant, and operationally viable. Coordinate go-to-market activities and ensure smooth rollout and adoption.
    • Process Optimization– Partner deeply with Servicing Operations to understand existing workflows, constraints, and failure points. Identify and prioritize opportunities to automate and optimize processes between customers and operations teams, reducing manual effort, repeat contacts, and cost-to-serve.Leadership – Provide product leadership within the delivery squad by motivating and aligning engineering and cross-functional partners around shared goals and outcomes. Foster strong working relationships across Product, Engineering, Servicing Operations, Portfolio Management, Legal, and Marketing. Model effective decision-making, ownership, and accountability, and contribute to a culture of trust, learning, and continuous improvement.
    • Communication and Reporting – Regularly provide updates to senior leaders, stakeholders, partners, squad members, etc. Define and monitor success metrics for servicing and delinquency initiatives, using data, experimentation, and customer feedback to inform prioritization and iteration. Share insights and learnings to drive alignment, transparency, and ongoing improvement.

Required Skills, Knowledge, and Abilities

    • Ability to flex between strategy and execution seamlessly and energized by a dynamic and fast-moving work environment.
    • Strong product management skills, experience with client journeys, and demonstrated ability to synthesize data.
    • Technical background with a keen understanding of broader business needs and strategy; ties product metrics to business goals
    • Proficient in defining complex user stories, with thorough acceptance criteria and use cases.
    • Deep user empathy and understanding of user needs, and ability to propose credible novel solutions that meet those needs.
    • A passion for digital innovation and commitment to superb customer experience
    • Adept with Agile, Lean Start Up, and Design Thinking; experience with A/B Testing
    • Superior communication skills, able to communicate complex messages and trade-offs, and be able to tell a compelling story.
    • Experience working in a collaborative multi-disciplinary team within an interactive process and an Agile development methodology.
    • Self-starter with outstanding organizational skills
    • Curiosity to continually reevaluate existing designs.
    • Effective in leading cross-functionally, cross-enterprise and work effectively with various levels of the organization as well as various personality types.
    • Partner effectively with internal partners and stakeholders to develop product ideas.
    • Manage risks effectively and ensures products meet compliance, and legal standards.
    • Good understanding and/or experience with financial services regulations is a plus.
$150,000 - $205,000 a year
In addition to the above salary, this role may be eligible for a bonus.
Additional Information Regarding Job Duties and Job Descriptions:

Job duties include additional responsibilities as assigned by one's supervisor or other managers related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and other skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

If you are an extraordinary professional who thrives in a collaborative work culture and values a rewarding career, then we want to work with you!  Apply today!

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