GoodLeap · 2 hours ago
Senior Product Manager
San Francisco, CA
Full-time
Hybrid
Senior Level
$150K/yr - $205K/yrGoodLeap is a technology company focused on sustainable solutions through innovative financing and software products. The Senior Product Manager will oversee the customer experience for servicing journeys, particularly for at-risk customers, by designing scalable solutions that enhance self-service and operational efficiency.
Financial Services
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
Qualification
Required
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
Benefits
This role may be eligible for a bonus
Company
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.
Founded in 2015
501-1000 employees
H1B Sponsorship
GoodLeap has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (15)
2024 (13)
2023 (6)
2022 (7)
2021 (2)
Funding
Current Stage
Late StageLeadership Team
Hayes Barnard
Founder, Chairman and CEO
John Shrewsberry
Chief Financial Officer
Company data provided by crunchbase