Product Manager (Consumer Portal)

We are building an AI-driven collections platform that enhances efficiency and compliance, helping financial institutions modernize debt recovery operations in a scalable and responsible way.
You'll join the team behind Collin-a generative AI product designed to transform how collections teams engage with customers. Collin enables unscripted, human-like collection conversations while maintaining robust compliance controls, and is engineered for large-scale deployment. By leveraging AI, Collin helps organizations run more personalized engagement strategies, improve recovery outcomes, and strengthen customer relationships.
How you will make an impact in this role
You will shape how millions of American consumers manage their financial obligations through intuitive self-service experiences. By designing workflows that are clear, empowering, and trustworthy, you will transform complex financial operations into straightforward digital interactions. You will turn user insights, operational needs, and compliance rules into high-impact features that boost customer autonomy and operational efficiency
What you will do
- Design self-service user flows for payment plans, disputes, document management, and account operations that are intuitive and conversion-optimized
- Synthesize insights from user behavior analytics, support tickets, and consumer feedback to identify friction points and improvement opportunities
- Translate consumer needs and business requirements into detailed user stories, acceptance criteria, and technical specifications
- Develop comprehensive product documentation, including user journey maps, feature specifications, and success metrics frameworks
- Review product analytics and user sessions to identify optimization opportunities, validate hypotheses, and measure feature effectiveness
- Collaborate with engineering, design, compliance, and operations teams to balance technical feasibility, regulatory requirements, and user needs
- Continuously iterate on product features based on data insights, edge cases, compliance changes, and evolving consumer expectations
- Map detailed, empathetic customer journeys that account for financial stress, trust barriers, and the emotional context of debt management