Senior Product Manager, Servicing & Collections

Earnest • San Francisco, CA

10h • Remote

About The Position

This role will report to the Vice President - Head of Product We are looking for a Senior Product Manager, Servicing & Collections to own the end-to-end servicing experience for existing Earnest customers across all lending products. This role will lead the strategy and execution for our customer website and mobile app, enabling customers to manage their loans, make payments, get help when needed, and stay engaged throughout repayment. This is a highly visible, high-impact role at the core of Earnest’s business. You will own driving strong repayment performance, low delinquency, and low operating costs through customer self-service, while maintaining a human, empathetic approach. You will also help transform servicing into a growth lever—using these touchpoints to deepen engagement, enable cross-sell, improve retention, and ultimately increase customer lifetime value as Earnest expands its product offerings. You’ll work with a dedicated cross-functional team of engineers and designers, and partner closely with operations, risk, legal, compliance, analytics, and finance to build scalable, compliant, and customer-first servicing experiences. This role is ideal for someone who thrives in ownership-heavy environments, is fluent in lending, and who can translate complexity into clear, actionable plans. If you’re energized by digging into tough problems, have a growth mindset, and are ready to roll up your sleeves to grow a product in a competitive space—we want to talk.

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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed