Ready to reimagine how millions of customers get help fast? Join us to lead two high-energy, high-impact agile squads building/enhancing AI-backed voice and digital self-service experiences that simplify and automate customer experiences across Claims and Service journeys, lower cost-to-serve, and provide top tier customer service.
What makes this role exciting
Big, meaningful impact: You’ll shape end-to-end experiences across Claims, Billing, Finance, and Service at scale.Modern tech + real-world outcomes: AI voice bots, smart routing, right-channeling to text, digital adoption and measurable results like higher containment, faster resolutions, and reduced handle time.Two squads, one mission: Get the opportunity to lead multiple squads focused on similar tech but work with a diverse set of stakeholders across the organizationComplex problems, elegant solutions: From hurricane event scalability to same-call task completion, you’ll turn data, design, and operations into customer wins.
What you’ll own
Product strategy and outcomesDefine and socialize a clear vision, roadmap, and OKRs for IVR and cross-channel self-service across Claims, Billing, Finance, and Service.Champion right-channeling and digital adoption to meet customers where they are voice, text, and app.Delivery and prioritizationOwn and prioritize backlogs for two agile squads; write crisp epics, features, and stories with clear acceptance criteria.Lead discovery, experimentation, innovation, and A/B tests to prove value before we scale.Data-driven personalization and routingPartner with Data Science, Analytics, Architecture, and Ops to use customer and Claims datasets for advanced call routing that balances cost-to-serve with same-call completion.Leverage interaction history to personalize self-service or escalate context to agents when it matters.Operational excellenceBuild event resiliency to keep call centers operating and customers automatically and seamlessly supported during surges. This is when they need us most.Integrate agent assist/context alignment so reps start every call with the right info and finish faster.Stakeholder leadershipAlign strategy and delivery across UX, Ops, Tech, Data, Finance, and more; turn complexity into coordinated action.Communicate progress, insights, and results clearly and often tailored to executives, partners, and front-line teams.
Who you are
A strategic product leader who loves complex service ecosystems and can translate ambiguity into a crisp plan.A critical thinker with a bias for action hypothesis-first, data-powered, experiment-driven.A relationship builder who can align execs, engineers, analysts, designers, and operations around shared outcomes.A clear, compelling communicator who inspires confidence and momentum.
What you bring
7+ years in product ownership/management, service operations, or contact center transformation (claims experience strongly preferred)Proven process improvement expertise; Six Sigma Green/Black Belt or equivalent experienceLeadership/people management or significant cross-functional leadership experienceProject/program management; strong backlog management and delivery discipline in Agile environmentsAdvanced education in operational leadership, operations/industrial engineering, service design, or business (MBA or similar a plus)Hands-on experience with IVR/voice bots, right-channeling, or contact center optimization; familiarity with conversational AI/NLU a plusStrong data literacy: funnel analytics, A/B testing, routing performance metrics, containment, AHT, FCR, cost-to-serveExceptional stakeholder management and communication skills across technical and non-technical audiences
You’ll partner closely with
Insights & Solutions Process; Insights & Solutions Analytics & Workforce Management; Insights & Solutions Channel OperationsCustomer Experience Research & DesignClaims Front Line Operations; Claims Service Center; Claims TechnologyService Technology; Customer Response Center; Service Solutions PlatformsITData Office; Data Science; USRM StrategyFinanceInnovation Groups
How you’ll know you’re winning
Rising self-service containment and digital adoptionFaster cycle times and lower AHT with improved first-contact resolutionSmarter routing that lifts same-call completion and reduces cost-to-serveEvent resiliency that keeps customers supported during surgesHappy stakeholders who see clear outcomes and customers who feel the difference
Why you’ll love it here
Mission-driven work at the intersection of AI, design, data, and operationsAutonomy to shape strategy and the mandate to drive measurable outcomesA collaborative, supportive culture that celebrates learning, curiosity, and continuous improvement
If you’re energized by turning complex claims and service journeys into simple, smart experiences powered by AI - and you love leading talented teams to big outcome we would love to meet you. Apply now and help us build what great feels like.
Qualifications Advanced knowledge of Agile development methodologies as typically acquired through a Bachelors? degree in relevant field (business, computer science, humanities etc.), 7 years in business, technology, or consulting with 5 to 7 years direct experience with agile teamsMaster's degree preferredHigh level of proven business expertise needed to set clear priorities for product and understand business value impactsDevelops strong stakeholder relationships and influencing across multiple organizational boundariesDemonstrated experience leading varied audiences through the development of complex ideas, issues and designsAbility to lead varied audiences through census buildingProven experience with Agile practices and expectationsComfortable with making decisions with some level of uncertaintyStrong communication skills, both written and verbalKnowledge of insurance industry preferredKnowledge of relevant products and portfolio strongly preferredStrong experimental mindset to drive innovation amongst uncertainty and exploit market opportunities About UsPay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.
As a purpose-driven organization, Liberty Mutual is committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. Through strong relationships, comprehensive benefits and continuous learning opportunities, we seek to create an environment where employees can succeed, both professionally and personally.
At Liberty Mutual, we believe progress happens when people feel secure. By providing protection for the unexpected and delivering it with care, we help people embrace today and confidently pursue tomorrow.
We are dedicated to fostering an inclusive environment where employees from all backgrounds can build long and meaningful careers. By actively seeking employee feedback and amplifying the voices of our seven Employee Resource Groups (ERGs), which are open to all, we create an environment where every individual can make a meaningful impact so we continue to meet the evolving needs of our customers.
We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits
Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.
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