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 record building roadmaps that ship outcomes (not just features)
- A proven track record of launching and scaling successful products that delight customers and achieve business objectives
- Exceptional customer focus and empathy, with the ability to conduct user research, analyze feedback, and synthesize insights
- Strategic and creative thinking, with the ability to identify new opportunities, generate hypotheses, and validate assumptions
- A collaborative and influential leadership style, with the ability to inspire, motivate, and mentor your team and stakeholders
- Excellent communication and presentation skills, with the ability to articulate complex ideas clearly and convincingly
Preferred:
- Experience with CRM platforms (e.g., Salesforce/Dynamics) and service design for complex internal journeys
- Familiarity with eventing/data pipelines and analytics/QA tooling for contact centers
- Prior people leadership and experience building small Product Management teams in platform environments
- Hands‑on experience with telephony/contact‑center platforms (e.g., Zoom Contact Center/Phone, Talkdesk) and integrating telephony data into product and operational workflows
- Expertise in payments (tokenization, multi‑acquirer/orchestration, authorization optimization, PCI) and familiarity with alt payments and fraud/risk signals
Additional Information:
Performance Outcomes:
- Telephony system of record live with unified call/transcript/QA data flowing to Internal Tools, analytics, and CRM; measurable improvements in AHT/FCR/QA and reduced after‑call work
- Payments tokenization/orchestration fully deployed with no degradation to authorization success; first alternative payment launched
- CSR efficiency improvements realized (e.g., reduction in clicks/handle time for top tasks) and Member Resolutions visibility/notifications performing as expected
- Marketing can create/manage offers/discounts without database edits; error rates and time‑to‑change materially reduced
- High‑volume legacy system workflows (e.g., reinstatements in IBM i) re‑designed with fewer screens, clearer status, and modern guardrails
Work Conditions & Travel:
Remote‑first. Occasional travel for planning sessions, on‑sites, and key launches (approx. 10–15%).
Physical Demands:
Prolonged periods of sitting or standing at a desk. Extensive periods of working on a computer.
Location:
Remote Job Posting
Department:
9315 Product Management
Time Type:
Full time
Commitment to Equal Opportunity
PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.
If you require a reasonable accommodation to complete the application process, please contact Human Resources at: humanresources@legalshieldcorp.com.