Technical Product Manager

Credit Acceptance is proud to be an award-winning company with local and national workplace recognition in multiple categories! Our world-class culture is shaped by dedicated Team Members who share a drive to succeed as professionals and together as a company. A great product, amazing people and our stable financial history have made us one of the largest used car finance companies nationally.

Our Engineering and Analytics Team Members utilize the latest technology to develop, monitor, and maintain complex practices that help optimize our success.  Our Team Members value being challenged, are encouraged to express their ideas, and have the flexibility to enjoy work life balance.  We build intrinsic value by partnering with all functions of our business to support their success and make strategic business decisions.  We focus on professional development and continuous improvement while enjoying a casual work environment and Great Place to Work culture!

This role, is responsible for leading the migration of our on-prem telephony infrastructure to a modern cloud native Contact Center as a Service (CCaaS). The Technical Product Manager (TPM) brings technical expertise focusing on developing and delivering innovative, reliable technology solutions across channels such as voice, SMS and email, from planning to optimization. They work closely with engineering, analytics and product to ensure that the contact center platform’s technical feasibility aligns with business goals. The ideal candidate brings over 15+ years of engineering experience with significant depth in CCaaS platforms, cloud architectures, distributed systems, and leading complex technical initiatives. This position serve as both a hands-on technical leader and a strategic advisor, helping to establish robust, scalable foundations that enable innovation across the organization.

Outcomes and Activities:

• ​This position will work from home; occasional planned travel to an assigned Southfield, Michigan office location may be required.  However, this position is permitted to work at a Southfield, Michigan office location if requested by the team member
• Provide thought leadership and build software solutions that deliver high impact business value and deliver customer delight
• Lead the design and implementation of software solutions that are scalable, reliable, and maintainable
• Collaborate with a diverse cross functional team including business partners, Product Managers and designers to define product requirements, direction and clarity
• Drive technical innovation and improvements of the design and architecture of software systems towards leading edge technologies and practices
• Define, develop and drive software engineering best practices
• Become an expert in the business process domain to better support the business and align technologies with the business outcomes
• Work with the engineering leadership team to develop and execute on the company’s technical and business strategy
• Conduct impact analysis to proactively identify impact of a change across multiple applications/systems
• Perform technical due diligence and architectural assessments of third-party technologies and solutions.
• Participate and drive decomposing a monolithic code base to decoupled services
• Experiment and test ideas, validate assumptions against needs, reach conclusions and recommend solutions
• Document standards, best practices, and engineering artifacts so others can easily understand, build and maintain best in class software systems
• Debug the critical problems which arise in production and execute effective solutions within the application and across multiple applications/systems
• Lead continuous learning and process improvement activities to improve design and overall engineering practices
• Grow talent by participating in hiring and mentoring team members

Competencies: The following items detail how you will be successful in this role.

• Customer Empathy: Customer Empathy is the ability to understand the perspectives, pain points, and experiences of customers. It involves actively putting oneself in the customer’s shoes, comprehending their needs and challenges, and using that understanding to provide a better, more customer-centric experience.
• Engineering Excellence: Engineering Excellence is about bringing great craftsmanship and thought leadership to deliver an outstanding product that delights customers and solves for the business. This involves the pursuit and achievement of high standards, best practices, innovation, and superior solutions.
• One Team: A One Team mindset refers to a collaborative approach across the organization, where individuals work toget