The Product Manager, Customer Lifecycle & Automation owns the end-to-end customer lifecycle, from onboarding and communications to payments and ongoing engagement. This role leads discovery and roadmap prioritization for initiatives that improve retention, satisfaction, and efficiency, while defining and delivering AI-driven automation solutions such as chatbots, intelligent virtual assistants, and workflow automation. Working cross-functionally with Product, Engineering, Operations, Compliance, and CX, the Product Manager translates business needs into high-quality customer experiences and drives continuous improvement through data, feedback, and change management.
Essential Functions
Own the end-to-end customer lifecycle strategy, including onboarding, authentication, multi-channel communications (email, SMS, phone, letters), and payment experiences.
Lead discovery, roadmap planning, and prioritization of lifecycle initiatives that drive customer retention, engagement, and satisfaction.
Define, manage, and scale AI-driven automation capabilities such as chatbots, intelligent virtual assistants (IVA), agent assist tools, document automation, and intelligent workflow solutions.
Partner cross-functionally with Product, Operations, Engineering, Compliance, and CX to align priorities, ROI, and measurable business outcomes.
Translate business and customer needs into clear product requirements and collaborate closely with engineering and design to deliver high-quality, customer-facing experiences.
Monitor performance metrics, customer feedback, and sentiment to identify insights and opportunities for continuous lifecycle improvement.
Drive change management, process optimization, and automation adoption across teams to improve scalability, efficiency, and operational effectiveness.
Required Education and Experience
Bachelor’s degree in Business, Information Systems, Computer Science, Engineering, or a related field, or commensurate work experience required
7 years in product management, product operations, customer lifecycle management, or digital experience roles
Demonstrated experience owning end-to-end customer journeys, including onboarding, communications, self-service, or payment experiences
Hands-on experience defining and delivering automation or AI-enabled solutions, such as chatbots, IVAs, workflow automation, or agent assist tools
Proven ability to lead discovery, roadmap planning, and prioritization in a cross-functional environment
Experience translating business and customer needs into clear product requirements and working closely with engineering and design teams
Strong track record of using data, customer feedback, and performance metrics to drive product decisions and continuous improvement
Experience partnering with or supporting Operations, CX, Compliance, or regulated environments (financial services experience a plus)
Physical Demands
While performing the duties of this position, the employee is frequently required to sit for extended periods, as well as stand, walk, talk, hear, and use hands and fingers to handle or operate objects, tools, or controls. The role requires working on a computer for the majority of the workday. The employee may occasionally be required to lift, push, or pull up to 20 pounds. This is an office-based position.
Top Skills
What We Do
At Aqua Finance, we help families from coast-to-coast experience life to the fullest by making clean water, home renovations, and the great outdoors more affordable and accessible. With our network of over 5,000 dealers, contractors, and retailers, we deliver flexible and consumer-friendly financing programs so families can bring their dreams to life. By taking a comprehensive approach to how we assess each application, we find more ways to help dealers, contractors, and retailers approve more consumers for financing.
