Digital Portals Product Manager

The Digital Portals Product Manager will lead the modernization of our dealer and consumer portals, delivering a unified, intuitive, and secure digital experience. Reporting to the VP, Digital, this role owns the strategy, roadmap, and execution for portal enhancements, including UI/UX redesign, authentication upgrades, chatbot/IVA integration, self-service expansion, and API-driven workflows, reducing friction, increasing automation, and improving satisfaction for both dealers and consumer.

Essential Functions

• Define and own the vision for dealer and consumer portal modernization.

• Align portal strategy with enterprise digital transformation goals.

• Lead end-to-end delivery of portal modernization initiatives, including UI consolidation and feature enhancements.

• Manage vendor relationships and third-party integrations.

• Act as the primary liaison between Digital, Operations, IT, Compliance, and Customer Service to ensure seamless execution.

• Drive alignment on workflows, SLAs, and support models for new portal capabilities.

• Introduce advanced capabilities such as AI-driven chatbots, smart routing, and proactive SMS notifications.

• Oversee API-driven integrations with core systems (Shaw Spectrum, UWP, Snowflake) and external services (LexisNexis, Truepic).

• Establish KPIs for adoption, deflection, and satisfaction, report outcomes to senior leadership.

• Partner with partners to develop dashboards to monitor portal performance and identify continuous improvement opportunities.

Required Education and Experience

• Bachelor’s degree in Business or related field, or commensurate work experience required

• 7 years in digital product management or transformation, with experience leading complex initiatives.

• Proven ability to deliver portal modernization or large-scale digital platforms.

• Strong technical understanding of authentication, API integrations, and chatbot/IVA solutions.

• PMP or equivalent certification preferred.

• Exceptional stakeholder management and communication skills.

• Preferred experience in financial services or dealer ecosystems.

• Preferred familiarity with enterprise platforms (Shaw Spectrum, UWP, Snowflake).

Physical Demands

While performing the duties of this position, the employee is frequently required to sit for extended periods, as well as stand, walk, talk, hear, and use hands and fingers to handle or operate objects, tools, or controls. The role requires working on a computer for the majority of the workday. The employee may occasionally be required to lift, push, or pull up to 20 pounds. This is an office-based position.