Product Manager, Customer Lifecycle & Automation

Aqua Finance, Inc. is seeking a Product Manager for Customer Lifecycle & Automation who will own the end-to-end customer lifecycle. This role involves leading initiatives to improve retention and satisfaction through AI-driven automation solutions and collaborating cross-functionally to enhance customer experiences.

Responsibilities:

• 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

Requirements:

• 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)