Sr Product Manager - Operations

About the role

Happen Bank is seeking a Senior Product Manager to shape the future of our Operations and Contact Center platforms. This role involves leading the strategy and delivery of internal applications that enhance member experiences, operational efficiency, and quality.

Responsibilities

• Help define a compelling product vision and strategy for internal Operations platforms, workflows, and agent tools
• Translate operational pain points and business goals into an outcome-driven roadmap grounded in impact
• Prioritize investments using clear success metrics, tradeoffs, and alignment with enterprise operational strategy
• Lead rigorous discovery to understand agent behavior, workflow inefficiencies, system gaps, and operational friction
• Validate solutions using research, prototyping, data, and experimentation
• Ensure every initiative has clear, measurable success criteria tied to operational performance
• Foster a learning-driven culture where teams iterate quickly and stop work that is not delivering impact
• Drive delivery of internal tools and platform enhancements that materially improve agent efficiency, service quality, and operational scalability
• Partner with engineering and design to balance speed, technical feasibility, user experience, and long-term platform health
• Use insights from telemetry, qualitative feedback, and operational data to inform ongoing prioritization and continuous improvement
• Ensure internal tools meet regulatory, security, and risk requirements without compromising usability
• Influence decisions across technology, data, operations, risk, compliance, and servicing to ensure alignment and platform scalability
• Communicate roadmap, priorities, progress, and results clearly to senior and executive stakeholders
• Build strong, trust-based partnerships with operations leaders and other cross-functional executives

Requirements

• 8+ years of product management experience; bachelor's degree in a related field; or equivalent work experience
• Experience building or leading internal tools, operational platforms, or contact center technologies
• Proven track record improving operational efficiency, service quality, or customer outcomes through product innovation
• Strong product judgment with experience balancing user needs, business objectives, technical considerations, and regulatory requirements
• Demonstrated ability to influence senior stakeholders and drive alignment across complex, cross-functional organizations
• Excellent written and verbal communication skills with the ability to clearly articulate strategy, priorities, and tradeoffs
• Hands-on experience using AI tools to accelerate work and improve output quality

Qualifications

• Proactive identification of opportunities to improve products, processes, and team effectiveness
• A strong focus on measurable outcomes
• Ability to maintain a strong focus on measurable outcomes

Skills

• Strong product discovery and evidence-based decision-making skills
• Trusted leadership presence with engineering, operations, and executive teams

Benefits

• Medical, dental, and vision plans for employees and their families
• 401(k) match
• Health and wellness programs
• Flexible time off policies for salaried employees
• Up to 16 weeks paid parental leave

Pay

The target base salary range for this position is $175,000 - $205,000. The base salary of the role will be determined by job-related knowledge, experience, education, skills, and location.

Schedule

We utilize a hybrid work model, and our teams are in-office Tuesdays, Wednesdays, and Thursdays. In-person attendance is essential for this role's success, and remote placement will not be considered.

Location

San Francisco. Locations eligible for this role include offices where in-person collaboration is essential. Travel requirements may be needed.