Lead Product Manager - Claims

Job Description

Job Description

Who We Are

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving 2 million customers across 43 states. We partner with 25+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day.

At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that’s how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company.

As an equal opportunity employer, 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. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment. 

Position Summary

The Lead Product Manager will own end-to-end product strategy for Claims workflows. This is a senior role with platform-level ownership, heavy cross-functional influence, and direct accountability for Customer Experience, Agent Experience, and operational outcomes.

For candidates in Naperville or greater Chicagoland, this role follows our standard hybrid model (Naperville, IL office, generally Tuesday through Thursday in office, Monday and Friday remote). Remote consideration may be available for highly qualified candidates who reside out of state or outside a reasonable commuting distance from our Naperville office.

Responsibilities

• Own product vision and strategy for Claims agent workflows, aligned to CX, efficiency, and cost outcomes.
• Translate business goals into a prioritized, outcome-driven roadmap and backlog.
• Operate as Voice of the Customer and Agent. Own research and problem identification using qualitative and quantitative inputs, and size problems by impact.
• Partner with Operations, CX, Marketing, and BI to ground problem statements in data.
• Define features, workflows, acceptance criteria, and success metrics. Validate outcomes post-launch.
• Partner with Engineering Managers on sprint planning, tradeoffs, and predictable delivery.
• Design and run experiments (pilots, phased rollouts) to validate hypotheses and de-risk investment.
• Act as the SME for Claims workflows and influence senior stakeholders across Technology, Operations, Marketing, BI, Finance, and Data Science.
• Ensure solutions scale, stay maintainable, and reduce long-term operational complexity.

We're Excited if this is You!

Experience and Requirements of the Role:

• 7+ years in Product Management, with 4+ years owning Salesforce-based platforms and workflows, including hands-on Salesforce Service Cloud.
• Proven experience leading digital transformation in an Agile environment.
• Strong discovery skills. Leads with problems, not solutions.
• Deep understanding of human-centered workflow design for agents and operators.
• Data-driven decision maker with experience running experiments and interpreting results.
• Comfortable at lead level: high autonomy, high accountability.
• Able to influence senior stakeholders and navigate competing priorities.
• Direct, candid communicator who gives and receives feedback well.
• Strong grasp of Agile (Scrum/Kanban) delivery models.
• Subscription or membership-based business experience is a plus.

Computer Skills

• Proficiency in Microsoft O365, Jira, Fullstory, and Salesforce.

Education

• Bachelor's degree in Business, Engineering, or related field, or equivalent experience.

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing.  The base pay range for this position is $129,795 - $185,000 USD Annual. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.

Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Join our SUPER Team and Enjoy Amazing Benefits!

• Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
• Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
• 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
• Generous Paid Time Off: Take the time you need to recharge and relax.
• Education Assistance Program: Invest in your growth and development with our support.
• FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
• Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
• Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.

Competencies :

Problem Solving -  Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.  

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. 

Dealing with Ambiguity - Can act in ways that seem contradictory; is very flexible and adaptable when facing tough calls; can combine seeming opposites like being compassionately tough, stand up for self without trampling others, set strong but flexible standards; can act differently depending upon the situation; is seen as balanced despite the conflicting demands of the situation.

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.