Product Manager – Policy Administration

EquiTrust; West Des Moines (IA); Híbrido; USD 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

401(k) with match

Paid time off

Parental leave

Hybrid/Remote options

Early Friday Closure

Descripción de la vacante

EquiTrust is seeking a Product Manager - Policy Administration in West Des Moines to lead strategy and development of technology solutions that support customer service and experiences. You will partner with Administration, IT, Sales, and external vendors to deliver customer-centric improvements and efficiency.

The role requires strong product management and analytical skills, with a focus on driving adoption, change management, and measurable outcomes across channels like CRM and contact

Formación

• Five or more years of experience in product management, business analysis, customer experience, or service operations.
• Three or more years of people leadership or supervisory experience.
• Experience working with customer service technologies, digital platforms, or contact center solutions is preferred.
• Insurance or financial services experience is a plus but not required.

Responsabilidades

• Develop and execute the product roadmap for customer service technologies, ensuring alignment with business priorities.
• Define product vision, goals, success metrics, and KPIs.
• Partner with stakeholders to translate business needs into product requirements and implementation plans.
• Lead evaluation, selection, implementation, and enhancement of customer service technologies such as CRM and contact center platforms.
• Analyze feedback and data to identify opportunities for improvement.
• Drive enhancements that improve customer and employee experiences, workflow, and self-service capabilities.
• Support product testing, pilots, and change management activities including training.
• Build relationships across business and tech teams to ensure successful delivery of initiatives.
• Lead, coach, and develop a team in a collaborative, inclusive environment.
• Stay informed of emerging technologies to identify innovative solutions for growth.

Conocimientos

Product management

Strategic planning

Roadmap development

Stakeholder collaboration

Analytical thinking

Educación

High school diploma or equivalent

Bachelor's degree in Business, Marketing, Information Systems, or related field

Herramientas

CRM platforms

IVR systems

Contact center platforms

Self-service tools

Automation tools

Descripción del empleo

West Des Moines 7100 West
West Des Moines, IA 50266, USA

Description

About Us:

EquiTrust Life Insurance Company is a national carrier of competitive, client-friendly annuity products sold through a variety of distribution channels, including more than 20,000 independent agents and independent marketing organizations (IMOs). Since 2003, we have provided exceptional customer service to our clients by operating with integrity and passion. Our efforts are supported by a dedicated workforce who execute their responsibilities through teamwork and an entrepreneurial spirit. EquiTrust sells products nationwide and is headquartered in Chicago, Illinois, with operations in West Des Moines,

How You'll Contribute

As the Product Manager - Policy Administration, you will lead the strategy, development, and continuous improvement of the technology solutions that support our customer service experience. You'll partner across Administration, Information Technology, Sales & Marketing, Customer Experience, Training, and external vendors to deliver innovative, customer-focused solutions that improve operational efficiency and enhance the customer journey.

We're looking for a collaborative leader who is passionate about technology, continuous improvement, and creating exceptional customer experiences. The ideal candidate brings strong product management expertise, analytical thinking, and the ability to influence and lead cross-functional teams.

What You'll Do

• Develop and execute the product roadmap for customer service technologies, ensuring alignment with business priorities.
• Define product vision, goals, success metrics, and key performance indicators (KPIs).
• Partner with business stakeholders, Product Owners, Business Analysts, and technical teams to translate business needs into product requirements and implementation plans.
• Lead the evaluation, selection, implementation, and continuous enhancement of customer service technologies, including contact center, CRM, self-service, and knowledge management platforms.
• Analyze customer feedback, platform performance, and operational data to identify opportunities for improvement.
• Drive enhancements that improve customer experience, employee experience, workflow efficiency, automation, and self-service capabilities.
• Support product testing, pilot programs, feature releases, and change management activities, including communications and training.
• Build strong relationships across business and technology teams to ensure successful delivery of strategic initiatives.
• Lead, coach, and develop a team while fostering a collaborative, inclusive, and high-performing work environment.
• Stay informed of emerging technologies and industry trends to identify innovative solutions that support business growth.

What You'll Bring

Education

• High school diploma or equivalent required.
• Bachelor's degree in Business, Marketing, Information Systems, or a related field preferred.

Experience

• Five or more years of experience in product management, business analysis, customer experience, or service operations.
• Three or more years of people leadership or supervisory experience.
• Experience working with customer service technologies, digital platforms, or contact center solutions is preferred.
• Insurance or financial services experience is a plus but not required.

Knowledge, Skills, and Abilities

• Strong product management and strategic planning skills.
• Experience developing product roadmaps and managing priorities across multiple initiatives.
• Ability to translate business needs into actionable product requirements.
• Strong analytical skills with the ability to interpret data and make informed recommendations.
• Knowledge of customer service technologies such as CRM, IVR, contact center platforms, self-service tools, automation, and workflow optimization.
• Excellent communication and relationship-building skills with the ability to collaborate across all levels of an organization.
• Experience supporting organizational change, training, and user adoption.
• Strong problem-solving skills with a continuous improvement mindset.
• Ability to balance customer needs, business objectives, and operational efficiency.
• Commitment to fostering an inclusive, respectful, and collaborative workplace where diverse perspectives are valued.

Physical Requirements

• Primarily sedentary work with prolonged periods of sitting and computer use.
• Regular communication with internal and external partners.
• Occasional standing, walking, bending, and lifting of up to 20 pounds.
• Occasional business travel (approximately 5-10%).

Total Rewards:
In addition to base pay, eligible employees may receive an annual discretionary incentive bonus and access to a competitive benefits package including:

• 401(k) with Company Match
• Paid time off: Vacation, Sick, Holiday, and more
• Paid Parental Leave for both Mothers and Fathers
• Hybrid/Remote Work Options
• Early Friday Closure

EquiTrust is an Equal Opportunity Employer and participates in the U.S. Federal E-Verify program. Applicants have rights under federal and state employment laws. To learn more, visit EquiTrust Careers .