Product Owner II/III

Description

• This is a grade range posting 17/18. Your background and qualifications will be evaluated against the skills and experiences required for the position.

• Product Owner III – Billing & Payments, CREST & IA Customer Servicing

• Insurance Professional Portfolio | Personal Lines

• Billing touches nearly every customer conversation. When a rep or agent can answer a payment question quickly and confidently, the whole experience feels easier — for them and for the customer. This role owns the product that makes that possible.

• Join the Insurance Professional Service Experience portfolio as the Product Owner III for billing and payments in CREST and IACS, Liberty Mutual’s modern servicing platforms for employees and Independent Agents. You’ll lead a well-established product with real momentum behind it, at a moment when the Liberty Mutual Direct and Liberty Mutual Agency channels are converging onto one new billing system — The One Billing Ecosystem (TOBE), often referred to internally as Majesco — and CREST and IACS are its front door.

• Why this role matters

• Clear ownership. You are the single product owner for billing and payments servicing, with a defined scope and a direct line to the more than 2,000 employees and tens of thousands of Independent Agents who use what you build every day.

• A platform that’s going places. CREST and IACS are the sole front end for TOBE, which is scaling state by state through 2027. Your roadmap shapes how billing servicing grows alongside it.

• Two programs, one enabler. Billing servicing supports both the TOBE rollout and Product Convergence on Unified Insurance Platform (PCUIP), the next phase of USRM’s modernization. You’ll help both land smoothly by building ahead of their launches.

• Impact you can measure. This product has already delivered upwards of $1 million in annualized handle-time savings, reduced compliance scope and made phone payments safer through tokenization. Every capability is valued before and after launch, so the results of your work are always visible.

• What you’ll own

• The billing and payments experience. Inquiry, payments, billing option changes and the servicing actions that keep accounts healthy, across employees and Independent Agents in both the Direct and Agency channels.

• A multi-year roadmap. You’ll sequence the move from legacy billing systems onto TOBE, prioritizing capabilities and coordinating dependencies with API, subgraph and mainframe partners so each persona gets what it needs at the right time.

• Production health. You’ll own intake and prioritization of production issues, partnering with Finance API and subgraph teams to keep billing data accurate and payments flowing.

• A dedicated squad. A collaborative team of engineers, a product designer and a solutions engineer who demo early, communicate openly and share ownership of outcomes.

• Key responsibilities

• Set and communicate a clear product vision and roadmap aligned to the USRM Billing Modernization program, PCUIP and portfolio goals.

• Own and prioritize the backlog against measurable outcomes such as handle time saved, systems retired and states live.

• Partner with Finance, the TOBE and PCUIP program teams, Billing Operations, Analytics, UX, Architecture and Engineering to deliver capabilities that are reusable across personas and channels.

• Work with Research to ideate with the employees and agents who use the product and validate solutions before they ship.

• Use data to size opportunities, validate impact and guide decisions.

• Lead alignment across teams and portfolios, surface dependencies early and communicate trade-offs clearly.

• Balance program-driven delivery with the production support and compliance work that keeps billing running well today.

• Take initiative. Spot gaps before they become blockers, pull the right people together and keep things moving without waiting to be asked.

• Ideal candidate

• A strategic product thinker who can plan several quarters ahead while delivering steadily today

• A go-getter who’s curious by nature and isn’t afraid to jump in, ask questions and figure things out

• Comfortable with ambiguity, legacy systems and cross-team dependencies

• A clear communicator who builds trust with Finance, program leadership and engineers alike

• Outcome-focused, with a habit of measuring what ships

• Motivated by making work easier for the employees and agents who serve our customers

• Billing, payments or insurance servicing experience preferred; modernization or platform migration experience a plus

• This position requires two in-office days per week for candidates who reside within 50 miles of Columbus, OH; Seattle, WA; Boston, MA; Portsmouth, NH; Indianapolis, IN; or Plano, TX.

Qualifications

• Knowledge of Agile development methodologies and IT project management as typically acquired through a Bachelors` degree in relevant field (business, computer science, humanities etc.) and a minimum of 3 to 5 years direct experience with agile teams as well as 7 years in business, technology, or consulting.

• Able to depict and explain the importance of complex ideas, issues and designs to varied audiences; educate SBU/department(s) on business vision and plan and the impact of change.

• Able to influence a diverse group of stakeholders; strong leadership skills.

• Able to make difficult and quick decisions daily.

• Strong problem solver with demonstrated ability to lead a team to push the solutions and progress.

• Experience in the insurance industry preferred.

• Knowledge of relevant products and portfolio preferred.

• Strong experimental mindset to drive innovation amongst uncertainty.

• Employees may apply for a new role after completing 12 months of employment in their current position.

• Employees should review all role requirements and apply only for positions for which they are eligible. Hiring processes may vary by country, including differences in procedures, requirements, and timelines. For country-specific details, please consult your local recruiting / HR team.