Senior Product Manager - Servicing

Senior Product Manager - Servicing (US Remote)

Why this Role Matters:

The Senior Product Manager - Servicing will own the product experience across Greenbox Capital’s servicing ecosystem, including both the tools used by internal team members and the experiences used by our customers.

This role is responsible for understanding business problems, customer needs, operational workflows, and team-member pain points, then translating those insights into scalable product solutions that improve efficiency, usability, and business outcomes.

You will serve as the architect of business impact, defining the problems we should solve, shaping the future-state experience, establishing requirements and success measures, and partnering closely with Technology to bring those solutions to life.

Salesforce is currently a key internal platform supporting servicing and may expand into additional areas of the business over time. While Salesforce experience is valuable, this is not a Salesforce administrator or technical architecture role. We are looking for a strong product leader who knows how to solve business problems from both the customer and team-member perspective.

In addition to owning the servicing experience, this role will support other strategic initiatives across the company through Greenbox Capital’s product pod structure.

This role reports to the Chief Operating Officer and works closely with Technology, Operations, Underwriting, Risk, Sales, Data, and other business teams.

What Success Looks Like:

Here’s how your time might break down (actual time can shift depending on business needs):

Servicing Product & Experience Ownership - Owning the roadmap and experience across customer-facing servicing capabilities and internal team-member tools

Product Discovery & Delivery - Identifying the right problems to solve and moving initiatives from discovery through development, launch, and iteration

Business Process & Workflow Optimization - Redesigning workflows, reducing friction, and identifying opportunities to simplify, automate, or improve how work gets done

Cross-Functional Product Leadership - Partnering across Product, Technology, Operations, Underwriting, Risk, Sales, and Data to solve high-priority business problems

Product Adoption & Business Impact - Ensuring new capabilities are adopted, used effectively, and produce measurable improvements in customer and business outcomes

How you’ll be measured:

Servicing Product & Experience Ownership:

Own and evolve the product roadmap for Greenbox Capital’s servicing experience

Develop a deep understanding of customer journeys, team-member workflows, operational challenges, and business needs

Define product priorities based on customer value, operational impact, business outcomes, effort, and strategic importance

Design future-state experiences and workflows that simplify processes and improve outcomes

Ensure internal tools and customer-facing experiences work cohesively across the servicing lifecycle

Product Discovery & Delivery:

Lead product initiatives from problem identification and discovery through launch and iteration

Conduct discovery with customers, team members, and business stakeholders to understand root problems before defining solutions

Translate complex business needs into clear product requirements, user stories, acceptance criteria, and measures of success

Maintain backlog clarity and establish thoughtful prioritization across competing initiatives

Partner closely with Technology throughout development, QA, release readiness, and implementation

Evaluate product performance after launch and drive continuous improvement based on data and user feedback

Business Process & Workflow Optimization:

Identify friction, unnecessary complexity, manual work, and breakdowns within servicing and operational workflows

Determine when processes should be redesigned, simplified, automated, or enabled through technology

Design scalable future-state workflows in partnership with business and Technology stakeholders

Identify opportunities to improve or expand the use of Salesforce and other platforms

Ensure new solutions integrate effectively with existing systems, data, and operational processes

Balance immediate business needs with longer-term scalability

Cross-Functional Product Leadership:

Partner with Operations, Underwriting, Risk, Sales, Technology, Data, and other teams to solve priority business problems

Support strategic initiatives outside the core servicing roadmap through Greenbox Capital’s product pod structure

Create alignment around problem definition, requirements, priorities, trade-offs, and success measures

Communicate product direction and decisions clearly to technical and non-technical stakeholders

Challenge assumptions and help teams distinguish between symptoms, root causes, and the right solution

Product Adoption & Business Impact:

Define clear success measures for major product initiatives

Monitor adoption, workflow utilization, customer experience, operational performance, and relevant business outcomes

Partner with stakeholders on UAT, training, documentation, release communication, and change adoption

Identify where released capabilities are not producing the intended outcomes and determine what needs to change

Continuously improve the product based on user behavior, feedback, operational data, and business performance

You’re a Strong Fit if You:

Think about product through the lens of the customer, the team member, and the business outcome

Naturally seek to understand the problem before jumping to a solution

Can take messy, ambiguous business challenges and turn them into structured product opportunities

Understand how operational workflows, technology, data, and customer experience intersect

Know how to distinguish between improving an existing process and designing a better future-state process

Can translate business needs into clear requirements that Technology teams can execute

Are comfortable challenging assumptions and asking why a process exists before automating it

Balance strategic product thinking with hands-on execution

Prioritize based on impact rather than simply responding to the loudest stakeholder

Communicate clearly with both technical and non-technical audiences

Use data, user feedback, and business context to make product decisions

Are comfortable operating in a fast-moving environment where priorities and business needs evolve

Demonstrate strong ownership and accountability from problem identification through business outcome

Adapt well in a distributed team environment and collaborate effectively across functions

What You’ve Done Before:

Bachelor’s degree required, preferably in Business, Computer Science, Information Systems, or a related field

Minimum 5 years of product management experience delivering complex software or technology-enabled products

Demonstrated experience translating customer, user, and business problems into scalable product solutions

Experience leading product initiatives through discovery, requirements definition, prioritization, development, launch, and iteration

Experience working closely with engineering or Technology teams throughout the product lifecycle

Experience improving operational workflows, business systems, or internal tools

Experience using data and customer or user feedback to inform product decisions

Experience managing competing priorities and maintaining a clear product backlog or roadmap

Experience working with Salesforce as a product or business platform preferred

Experience building products that serve both internal users and external customers preferred

Experience in fintech, lending, servicing, payments, alternative finance, or another operationally complex environment preferred

Experience working within cross-functional product pods or