Product Experience Manager

About Origence

With 30 years at the forefront of fintech innovation, we specialize in SaaS lending solutions that lead the industry. Our core mission is customer-centric, focusing on empowering Credit Unions across the United States with the tools to offer accessible, competitive lending services. We're deeply committed to enhancing the financial ecosystem for a broad network of credit unions, members and auto dealers. We invest in our greatest assets, our employees, and foster a culture of innovation and ownership through freedom and responsibility. We celebrate fiscal accountability, operational rigor and efficiency to create a sustainably healthy and robust business for the long term.

About you

You are a self-driven, conscientious, fiscally responsible, self-aware, passionate and compassionate professional. You are comfortable with ambiguity, eternally curious, and love problem solving. You operate as an owner and work with a growth mindset. You are extremely productive on your own, and act as a multiplier collaborating with others. You are tireless in questioning the status quo and pursue the best answers to the hardest problems to the benefit of the business. Your focus is strong and capable of context switching and pivoting with the business. In the vacuum of leadership, you assume it.

We are seeking a strategic, client-focused Product Experience Manager for our Document Processing Automation (DPA) product to drive client engagements and success and serve as the subject matter expert and consult on best practices. This role will collaborate closely with credit union clients, vendor partners, and internal teams to optimize the solutions and ensure seamless operations.

The ideal candidate will possess deep expertise in consumer lending, indirect loan processing, and credit union systems, with a proven track record in relationship management, consulting, and strategic planning.

What Youll Be Doing:

Scope & Impact

Focus / Scope
• Workflow improvements
• Pain Points
• Product optimization
• Product education
• Post launch follow-up

Ownership Scope
• Owns end-to-end client success for DPA client engagements, serving as the primary business owner from discovery through Go Live and post-engagement follow-up. This includes accountability for client outcomes, success metrics, and ongoing operational alignment.

Problem Complexity
• Addresses complex, cross-functional problems involving credit union workflows, indirect lending processes, vendor integrations, and configurations, often requiring analysis of interdependent systems, business rules, and client-specific operational constraints. Solutions frequently balance client needs, product capabilities, and scalability considerations.

Autonomy / Independence
• Operates with a high degree of independence, leading client engagements, prioritizing work, and driving initiatives with minimal day-to-day oversight while proactively identifying risks, opportunities, and improvement areas. Expected to anticipate needs and move work forward in a dynamic environment.

Decision Authority
• Have authority to make recommendations and drive decisions related to client workflows, configurations, engagement approach, and process improvements, while influencing product and implementation decisions through collaboration with Product Strategy, Engineering, and vendor partners.

Influence & Leadership
• Leads through influence rather than direct authority, acting as the product lead to clients and an internal subject-matter expert who aligns stakeholders across Product, Engineering, Lender Solutions, Sales, and external partners. Regularly guides teams through change, escalations, and complex decision-making.

Strategic Impact
• Directly impacts product direction, client retention, and business growth by shaping best practices, informing product roadmaps and KPIs, and ensuring DPA delivers measurable efficiency and performance gains across the credit union client base.

Key Responsibilities

Business Requirements & Product Support
• Serve as Lead Client Consultant for DPA engagements, including onsite consultations with credit union clients
• Collaborate with our solution partner to prepare and deliver presentations and recommendations
• Organize and lead bi-weekly client meetings over a 34-month period, facilitating agreed changes and tracking progress
• Provide regular status updates to stakeholders and maintain success metrics for STP engagements.
• Manage capacity breakdown for Straight-Through Processing engagements, including preparation, onsite consultation, meetings, action item execution, and post-engagement check-ins

Process Improvement
• Assess and streamline business processes, both internal and in partnership with credit unions, to enhance efficiency, effectiveness, and overall performance

Product Strategy
• Own translating client engagement insights into actionable product strategy recommendations, including roadmap tradeoffs, scalability risks, and prioritization
• Collaborate with the Indirect Product Management team to align business requirements with product vision and goals
• Contribute to the development of product roadmaps, KPIs, and performance metrics
• Assist in market research and competitive analysis to inform strategic decisions

Stakeholder Engagement
• Work closely with clients, product managers, engineers, Lender Solutions, Sales and other teams to ensure alignment and successful execution of initiatives
• Communicate findings, insights, and recommendations clearly to stakeholders at all levels
• Partner with the Lender Solutions Director to ensure each credit unions workflow, business rules, and operational processes are clearly understood, properly configured, and fully aligned with DPA/STP best practices.
• Collaborate closely with the Implementations team to guide credit unions through onboarding, ensuring smooth handoff, clear expectations, and a consistent, high-quality implementation experience.
• Manage and resolve credit union escalations, coordinating with Product Strategy, Engineering, Lender Solutions, and vendor partners to drive timely root-cause analysis, communicate updates, and ensure client satisfaction.

Documentation & Reporting
• Prepare and maintain comprehensive documentation related to requirements, processes, and analysis
• Support the creation of regular reports on project status, outcomes, and strategic recommendations

Universal Product Experience Manager Responsibilities

In addition to the level-specific responsibilities above, all Product Experience Managers are responsible for:

Client Relationship Management & Engagement
• Build and maintain strong, long-term client relationships; serve as the product strategy lead for DPA
• Conduct regular business reviews to assess client goals, performance, satisfaction, and growth opportunities
• Proactively identify risks to client satisfaction and develop mitigation strategies
• Represent the organization professionally in all client interactions

Client Success Strategy & Value Realization
• Understand each clients business objectives and align solutions to measurable outcomes
• Monitor key performance indicators (KPIs) to ensure clients are achieving intended value
• Identify product expansion opportunities and unmet needs, partnering with Sales to inform strategy

Implementation & Onboarding Support
• Partner with Implementation, Product, and Technical teams to ensure onboarding insights, adoption challenges, and configuration gaps are captured and fed back into product strategy and roadmap prioritization
• Ensure client requirements are clearly communicated and documented during implementation
• Confirm successful go-live and early adoption success

Issue Resolution & Escalation Management
• Coordinate resolution of client issues by collaborating with Support, Product, Engineering, and Operations
• Communicate clearly and consistently with clients regarding issue status and resolution timelines

Customer Feedback
• Gather and synthesize client feedback to inform product enhancements and service improvements
• Advocate for client needs internally while balancing company objectives
• Identify trends in client feedback to drive systemic improvements Communicate

Cross-Functional Collaboration
• Partner with Sales, Product Management, Strategy, Engineering, Client Support, and Implementations to ensure alignment on client commitments and business objectives
• Provide internal teams with client insights, performance metrics, and strategic priorities.

The Ideal Candidate:

Education:
• Bachelors degree in Business, Information Systems, or a related field.

Experience
• 5+ years of experience with automotive finance solutions, indirect funding processes, consumer loan documents, and credit union lending practices
• Demonstrated experience in end-to-end process review and improvement, including process mapping, requirements documentation, and supporting product development initiatives, experience using a formal methodologies such as Business Process Management, Lean, or Six Sigma is a plus

Knowledge, Skills, and Abilities
• Familiarity with or loan origination systems (e.g. arc OS, MeridianLink) and credit aggregation platforms (e.g., CUDL , Route One)
• Strong analytical and problem-solving skills; ability to interpret complex data and business scenarios
• Familiarity with AI concepts, tools, or platforms; experience leveraging AI for data analysis, process automation, or business insights is a strong plus
• Excellent written and verbal communication skills
• Effective stakeholder management and collaboration abilities
• Strong organizational skills: able to manage multiple priorities and deliver results

Attributes
• Detail-oriented with a commitment to accuracy and quality
• Proactive and self-motivated; able to anticipate needs and drive initiatives forward
• Adaptable and comfortable working in a fast-paced, dynamic environment
• Comfortable adopting and working with AI-driven solutions; open to learning and applying new technologies to enhance business outcomes

Preferred Qualifications

Industry Experience
• Experience in financial services, automotive finance, fintech, financial technology, or enterprise B2B software.

Technical Knowledge & Skills
• 3+ years of experience in business analysis, product strategy, or a related role
• Knowledge of credit union operations, regulatory/compliance frameworks, credit scoring, and lending environments.
• Background in financial services, fintech, or B2B software environments.

Why you should apply:
• Flexible Working Environment
• Paid Time Off
• 401k (8% match)
• College Tuition Benefits/ Tuition Reimbursement
• Good Benefits options
• Company Culture! Cultural and Holiday celebrations, Theme days like Star Wars Day & Bring your Kids to Work Day, Monthly Townhalls and Quarterly Company Meetings that ensure awareness, inclusion, and transparency.

The starting salary range for this full-time position in Irvine, CA is $111800 - $150000 per year. This base pay will take into consideration internal equity, candidates geographic region, job-related knowledge and experience among other factors. Origence maintains a highly competitive compensation program. Under company guidelines, this position is eligible for an annual bonus to provide an incentive to achieve targeted goals. Bonuses are awarded at companys discretion on an individual basis.

Origence is an equal opportunity employer. All recruitment, hiring, training, compensation, benefits, discipline, and other terms and conditions of employment will be based upon an individuals qualifications regardless of race, religion, color, sex, gender identity, sexual orientation, national origin, ancestry, military service, marital status, pregnancy, age, protected medical condition, genetic information, disability or any other category protected by federal, state or local law.