Senior Product Manager, Servicing & Collections
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Job Description
Senior Product Manager leading end-to-end borrower servicing experience for Earnest. Working on web and mobile solutions for managing loans and enhancing customer engagement.
Responsibilities:
- Define and own the end-to-end servicing and collections product strategy across all Earnest lending products, with clear cross-product accountability for performance and customer outcomes.
- Lead the borrower experience across web and mobile, driving measurable improvements in repayment, delinquency (DQ), self-service adoption, retention, and customer lifetime value (LTV).
- Be directly accountable for repayment performance, DQ rates, operating cost efficiency (cost-to-serve), and long-term LTV, building scalable, digital-first servicing models that improve trust while reducing expense.
- Partner deeply with Risk, Legal, Compliance, and Finance — alongside Engineering, Design, Operations, and Analytics — to deliver compliant, empathetic, and financially sound servicing and collections journeys.
- Define, own, and report on core servicing KPIs, clearly communicating strategy, tradeoffs, progress, and results to stakeholders and executive leadership.
Requirements:
- 7+ years of product management experience with end-to-end ownership of complex customer experiences.
- Experience building or owning servicing, payments, collections, or post-origination experiences (fintech or adjacent industries strongly preferred).
- Strong product instincts backed by data fluency—you are comfortable defining metrics, analyzing performance, and running experiments.
- A customer-first mindset with the ability to balance empathy, business outcomes, and risk considerations.
- Excellent communication and collaboration skills across highly cross-functional teams.
- Comfort operating in regulated environments and partnering with legal, compliance, and risk stakeholders.
- A builder’s mindset—you thrive in ambiguity and turn complex problems into clear, actionable roadmaps.
- Passion for creating transparent, empowering financial products that help people succeed.
Benefits:
- Health, Dental, & Vision benefits plus savings plans
- Mac computers + work-from-home stipend to set up your home office
- Monthly internet and phone reimbursement
- Employee Stock Purchase Plan
- Restricted Stock Units (RSUs)
- 401(k) plan to help you save for retirement plus a company match
- Robust tuition reimbursement program
- $1,000 travel perk on each Earnie-versary to anywhere in the world
- Competitive days of annual PTO
- Competitive parental leave
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