Senior Product Manager, Servicing & Collections

Earnest is a company that empowers professionals to make confident financial decisions. They are seeking a Senior Product Manager for Servicing & Collections to lead the end-to-end servicing experience for customers, focusing on improving repayment performance and customer engagement through digital solutions.

Responsibilities:

• Define and own the end-to-end servicing and collections product strategy across all Earnest lending products, with clear cross-product accountability for performance and customer outcomes
• Lead the borrower experience across web and mobile, driving measurable improvements in repayment, delinquency (DQ), self-service adoption, retention, and customer lifetime value (LTV)
• Be directly accountable for repayment performance, DQ rates, operating cost efficiency (cost-to-serve), and long-term LTV, building scalable, digital-first servicing models that improve trust while reducing expense
• Partner deeply with Risk, Legal, Compliance, and Finance — alongside Engineering, Design, Operations, and Analytics — to deliver compliant, empathetic, and financially sound servicing and collections journeys
• Define, own, and report on core servicing KPIs, clearly communicating strategy, tradeoffs, progress, and results to stakeholders and executive leadership

Requirements:

• 7+ years of product management experience with end-to-end ownership of complex customer experiences
• Experience building or owning servicing, payments, collections, or post-origination experiences (fintech or adjacent industries strongly preferred)
• Strong product instincts backed by data fluency—you are comfortable defining metrics, analyzing performance, and running experiments
• A customer-first mindset with the ability to balance empathy, business outcomes, and risk considerations
• Excellent communication and collaboration skills across highly cross-functional teams
• Comfort operating in regulated environments and partnering with legal, compliance, and risk stakeholders
• A builder's mindset—you thrive in ambiguity and turn complex problems into clear, actionable roadmaps
• Passion for creating transparent, empowering financial products that help people succeed