Job Summary:

Do you have ardent curiosity and a desire to be a “change leader”? Ready for a big challenge with a mission you can believe in? Be part of our growing Product Management team and help shape the future at PPLSI!

PPLSI (aka LegalShield) has been making legal and identity services available to all for over 50 years, and we are proud of the work we have done, but we are ready to disrupt our own business. To do this, we are looking for an innovative Director of Product Management to join our team and focus on our multi-faceted internal applications, which are fundamental to our business operatives.

Our internal applications power essential back‑office operations—payments, customer support, offers and plan administration, marketing tooling, and more. We’re hiring a seasoned product leader to set the strategy and operating model for how these applications work together as a cohesive ecosystem. In defining this strategy and making incremental product improvements we are aiming to modernize legacy workflows and unlock measurable efficiency and quality gains for internal customers across Operations, Customer Care, Finance, Marketing, and Legal Services. You will own the vision, outcomes, and roadmap for Internal Tools, steward the platform tying critical initiatives together, and lead cross‑functional delivery with Product, Engineering, Design, Data, Security/Compliance, and Operations. This role will also be a key leader in defining the strategy and integration of a new telephony provider, where product will be expected to explore and evaluate new opportunities this infrastructure enables (e.g., call/transcript data in apps, agent‑assist, quality assurance insights).

Join our collaborative environment of talented, supportive, results-driven, and customer-focused teammates and make an impact!

Responsibilities:

• Own the Internal Tools product strategy and multi‑year roadmap; define the target state for a cohesive ecosystem spanning Customer Service Representative (CSR) tooling, payment operations, fraud events, offers/discounts & plan administration, Associate tooling, and legacy system workflow surface (IBM i).
• Lead telephony platform strategy and integration: Make our new provider the telephony system of record, including data model, routing, recording/retention, privacy/consent, and integrations into Internal Tools, analytics, and CRM (Customer Relationship Management) surfaces. Establish a plan to rationalize/retire duplicative workflows where appropriate.
• Identify and ship product opportunities unlocked by the new telephony stack (e.g., agent‑assist, sentiment/Quality Assurance, event‑driven follow‑ups, proactive outreach, and in‑product guidance powered by call events).
• Deliver the payment orchestration & tokenization program from migration to scale; expand to alternative payments (e.g., Apple Pay, PayPal) with robust retry/dynamic routing and clear guardrails around authorization success and PCI (Payment Card Industry) scope.
• Modernize our internal app for the Customer Care team to reduce clicks/handle time and dependency on legacy screens; close visibility gaps and establish UX/Design standards with instrumentation for AHT (Average Handle Time), FCR (First Contact Resolution), and quality.
• Apply a product lens to the Member Resolutions workflow—define go/no‑go, sequence the right end‑state, and improve reinstatement flows and status transparency.
• Define the backend fraud‑events roadmap: specify the events we emit/action and the operational outcomes they enable in Risk/Finance/Operations.
• Deliver a governed marketing system for offers/discounts to replace direct database edits; rationalize offer/plan mapping and reduce error rates and cycle time.
• Drive harmony across our Associate tools and our internal tools—set a clear “feature home” strategy so capabilities are placed once and scaled across teams (not re‑built).
• Establish governance for quality, risk, and change management across Internal Tools implications; call recording/retention and privacy for telephony).
• Build and lead a small Product Management (PM) team; coach PMs on discovery, outcomes, and platform thinking; create product rituals that improve decision speed and cross‑team alignment.
• Lead stakeholder alignment across Operations, Finance, Marketing, Data, Security/Compliance, Legal Services, and other leaders throughout Product, Engineering, and Design.

Qualifications:  

Basic Requirements:

• 7+ years in Product Management with 3+ years leading platform/back‑office or CRM/internal tools products across complex stakeholder landscapes
• Effective discovery craft (qualitative/quantitative), data‑driven decision‑making, and clear executive communication; track rec