Director, Product Management

Who We are

Oncourse Home Solutions (OHS) is a people-centric organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.5+ million customers across the U.S. Our mission is to help homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to all by becoming the most forward-thinking and community-driven home solutions organization of the 21st century. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported. 
 

We partner with cities, utilities, insurance providers, retailers, financial service companies and member associations to help them maintain and protect their customers’ most important asset—their home. Our passion for empowering customers to confidently run their households is what drives us. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse Super’—Successful, United, Progressive, Empathetic, Reliable. Supers get it done. We sweat homeownership so our customers don’t have to. We view every day as an opportunity to step up, step out, and remind others that they’re in this together, to stay on course. 

We are a proud equal opportunity employer, and our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. 

Position Summary:

We are seeking a Director, Product Management who will be responsible for overseeing and managing product initiatives related to both customer-facing and internal applications across the entire business. Key areas of focus include contact center operations, field operations, and claims management. 

As the Director, Product Management, you will lead the product strategy and execution for applications serving both external customers and internal business users, ensuring alignment with user needs and business objectives. You will develop a deep understanding of our target customers and their requirements. Collaborating closely with stakeholders, including business owners, internal users, and developers, you will create a comprehensive tech roadmap and prioritize product features. Reporting directly to the Head of Product Management, you will contribute to the overall product vision and strategy. 

 This role will be based in our Naperville IL office. Our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (generally T-TH in office and M & F remote) is required. 

Responsibilities include but not limited to:   

• Define and communicate the product strategy to leadership and stakeholders. 
• Develop and maintain the product roadmap, ensuring alignment with business goals and business stakeholders. 
• Collaborate with IT leads and architects to select appropriate technology tools. 
• Conduct market research, analyze user feedback, and gather high-level requirements. 
• Manage relationships with business stakeholders, ensuring strategic alignment and clear communication. 
• Oversee product backlog refinement, feature prioritization, and acceptance criteria validation.
• Lead sprint planning sessions and provide strategic guidance to the development team. 
• Define and communicate business and technical requirements to the Product Owner and development team. 
• Oversee the design and approval of technical specifications in collaboration with IT leads. 
• Author and maintain project charters, including business value, timeline, and effort. 
• Define and track KPIs related to business value, and business results, both pre- and post- initiative 

Experience:  

• 6+ years of Product Management experience in implementing customer-facing and internal business applications, specifically in an agile environment. 
• 5+ years of experience leading Product Management teams 
• Proven track record of leading implementations related to CRM systems (Salesforce specifically), contact center operations, field services, or claims management. 
• Extensive systems experience with CRM platforms (Salesforce required), field service management systems, and contact center technologies. 
• Demonstrated ability to provide strategic oversight and define comprehensive roadmaps to deliver solutions that empower stakeholder groups to enhance their operational efficiency and customer service capabilities. 

Education (preferred and or required):  

• Bachelor’s Degree 

Certificates, Licenses, Registrations 

 N/A

 Computer Skills Needed to Perform this Job  

• Proficiency in Microsoft and Google Suites  
• Proficiency in project management tools (Asana or JIRA) 
• Understanding of Tableau, Looker, or other BI tool 

Competencies:

Strategic Agility - Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.   

Action Orientated - Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.  

Functional / Technical Skills – Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.  

Organizational Agility - Knowledgeable about how organizations work; knows how to get things done both through formal channels and the informal network; understands the origin and reasoning behind key policies, practices, and procedures; understands the cultures of organizations.  

Analytical -   Ability to analyze complex data sets, identify trends and patterns, and use data to inform decision-making. Strong understanding of statistical techniques, data mining, and data visualization methods. Ability to communicate findings in a clear and concise manner, both in written and verbal formats, to a wide range of stakeholders, including technical and non-technical audiences. Can perform in-depth analysis of data to support business decisions and provide meaningful insights to drive results. 

Communicate Effectively - Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect. 

Directing Others - Is good at establishing clear directions; sets stretching objectives; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator.