Product Manager, Communications

Why TrueML?

TrueML is a mission-driven financial software company that aims to create better customer experiences for distressed borrowers. Consumers today want personal, digital-first experiences that align with their lifestyles, especially when it comes to managing finances. TrueML’s approach uses machine learning to engage each customer digitally and adjust strategies in real time in response to their interactions.

The TrueML team includes inspired data scientists, financial services industry experts and customer experience fanatics building technology to serve people in a way that recognizes their unique needs and preferences as human beings and endeavoring toward ensuring nobody gets locked out of the financial system.

The Opportunity

We seek a results-oriented Product Manager to lead the development and optimization of AI/ML-powered communication capabilities for our SaaS B2B2C platform. This role focuses on driving intelligent, personalized, and scalable communications across outbound channels, including email, SMS, and phone-like channels, to improve customer engagement, retention, and ROI for our enterprise clients. You will sit at the intersection of automation, seamless client control, and consumer empathy.

As the product owner, you will define the vision, strategy, and roadmap for our AI/ML-driven communication solutions. You will collaborate with cross-functional teams to deliver innovative capabilities that enable our B2B clients to communicate more effectively with their users and stakeholders.

The Role

In this role, you will manage the engine that drives how our clients speak to their customers. You will build the tools that enable our B2B clients to configure and trust our system, while simultaneously refining the consumer experience and AI models to ensure the end consumer receives the right message on the right channel at the right time. Key responsibilities for the role are detailed below:

Driving the Client Experience (B2B):
• Empower the Client: Define and deliver intuitive features that allow enterprise clients to configure their communication strategies, compliance constraints, and brand voice within our platform.
• Transparency & Control: Help create "glass box" visibility into our AI models, giving clients the insights they need to understand why a specific communication strategy was chosen.
• Seamless Integration: Manage integrations with 3rd-party vendors (e.g., Twilio, Sparkpost) to ensure our experiences can scale effectively.
• Workflow Optimization: Engage directly with client strategy teams to understand their pain points and translate them into user stories that streamline their daily workflows.

Driving Consumer Impact (B2C):
• Hyper-Personalization: Collaborate with data science teams to implement compliance-first "agentic decisioning" - ensuring the system intelligently selects the best engagement for each individual consumer.
• Engagement Strategy: Shift the focus from simple "delivery rates" to meaningful consumer outcomes. You will measure success by how well our communications drive positive financial resolution.
• Experimentation and Feedback Loops: Utilize quantitative engagement data and A/B testing strategies to continuously train our models and improve the consumer journey.

Product Strategy & Leadership:
• The Roadmap: Contribute to the product roadmap for AI/ML-driven communications, prioritizing client feature requests alongside long-term innovation.
• Cross-Functional Bridge: Act as the day-to-day translator between technical teams (Engineering/Data Science) and business stakeholders (Sales/Customer Success).
• Compliance & Safety: Ensure the platform remains compliant with strict financial regulations (e.g., FDCPA, TCPA) while scaling to meet enterprise volume.

What We're Looking For: :
• Experience: 3+ years in Product Management, with exposure to AI/ML, Data, or Communications platforms.
• The "Double-Sided" Mindset: Experience working on B2B2C products or a strong understanding of how to balance business buyer needs with end-user experience.
• Channel Expertise: Strong understanding of outbound communication channels (Email deliverability, SMS/MMS regulations) and vendors.
• Data Fluency: You are comfortable working with Data Science teams on personalization algorithms, audience segmentation, and predictive analytics.
• Soft Skills: Ability to articulate complex technical concepts to non-technical client stakeholders clearly.
• Education: Bachelor's degree in Computer Science, Business, or a related field.

Why You’ll Love This Role: :
• You will have the unique opportunity to use cutting-edge technology not just to optimize metrics, but to help real people navigate difficult financial situations with dignity.

We are a dynamic group of people who are subject matter experts with a passion for change. Our teams are crafting solutions to big problems every day. If you’re looking for an opportunity to do impactful work, join TrueML and make a difference.

Our Dedication to Diversity & Inclusion

TrueML and TrueAccord are equal opportunity employers. We promote, value, and thrive with a diverse & inclusive team. Different perspectives contribute to better solutions and this makes us stronger every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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