Senior Product Manager - Fraud Communications & Customer Experience

Job Description

Job Description

JOB DESCRIPTION

Senior Experience Owner – Fraud Communications & Customer Experience

Pay Rate: $88/hr W2
Duration: 6 Months
Employment Type: Contract-to-Hire
Preferred Locations: Johnston, Boston, Charlotte, Plano, Phoenix, or New Jersey
Time Zone Preference: Eastern Time

Position Summary

We are seeking an experienced Senior Experience Owner (EO) to lead product strategy and customer experience for Fraud Communications across multiple customer-facing channels.

This role will own the end-to-end experience for fraud notifications and communications, including SMS, email, outbound voice, inbound IVR, and future AI-enabled engagement capabilities.

The ideal candidate will bring strong product management expertise, customer experience leadership, and an understanding of fraud workflows in highly regulated environments. Financial services experience is strongly preferred.

Key Responsibilities

• Own and manage the Fraud Communications product roadmap.
• Define customer journeys across SMS, email, outbound voice, Amazon Connect, and future AI-enabled communication channels.
• Partner with Fraud Operations to improve customer experiences during fraud events.
• Develop product requirements, user stories, and acceptance criteria.
• Prioritize backlogs and drive delivery across multiple teams.
• Collaborate with Engineering, AWS, Architecture, Compliance, Risk, Operations, and Business stakeholders.
• Improve customer experiences related to:
• • Fraud alerts and transaction verification
  • Fraud claim initiation
  • Customer notifications
  • Self-service capabilities
• Support the deployment of communication workflows using Amazon Connect and AWS technologies.
• Identify automation opportunities while maintaining regulatory compliance.
• Participate in production rollout planning and post-production optimization.
• Lead product discovery, requirements definition, and execution across large enterprise initiatives.

Required Qualifications

• Bachelor's degree or equivalent practical experience.
• 6+ years of experience in Product Management, Experience Ownership, or Product Ownership.
• Strong experience leading customer-facing products and enterprise initiatives.
• Excellent executive communication and stakeholder management skills.
• Experience working in Agile environments.
• Ability to collaborate effectively across business and technology teams.
• Strong analytical, problem-solving, and decision-making skills.
• Product-first mindset with sufficient technical understanding to work effectively with engineering teams.

Preferred Qualifications

• Experience in Fraud Operations or Fraud Prevention.
• Banking or financial services industry experience.
• Experience with Amazon Connect and customer communications platforms.
• Familiarity with SMS, email, outbound dialing, and customer notification systems.
• Experience working with AWS technologies and vendors.
• Knowledge of fraud workflows and customer authentication.
• Familiarity with conversational AI and LLM-powered customer experiences.
• Experience leading large-scale enterprise product initiatives.

Success Measures

• Successful deployment of fraud communication capabilities.
• Improved customer experience during fraud events.
• Faster delivery of new communication features.
• Increased customer engagement with self-service channels.
• High-quality product requirements and acceptance criteria.
• Effective cross-functional collaboration and execution.
• Reduced customer effort during fraud-related interactions.

Ideal Candidate Profile

• Product-focused leader with strong customer experience instincts.
• Technically conversant but not required to be an engineer.
• Strong executive presence and stakeholder management capabilities.
• Experienced in leading enterprise-level product initiatives.
• Comfortable working with AWS, vendors, and cross-functional teams.
• Customer-obsessed, analytical, and data-driven.
• Skilled in product discovery, requirements definition, backlog prioritization, and execution.
• Financial services experience strongly preferred, but candidates from other industries will also be considered.

Work Location

Preferred locations include Johnston, Boston, Charlotte, Plano, Phoenix, and New Jersey, with a preference for candidates who can work in the Eastern Time Zone.