Staff Product Manager, Claims Experience

About the role

You will own the systems and workflows that power Coalition's claims handling operations, defining how technology and processes serve both internal teams and external stakeholders during critical incident response. This role centers on making the promise of fast, effective claims support a daily reality through thoughtful product decisions and execution. You will drive automation and platform investments that remove friction, reduce manual effort, and provide clarity for claims professionals navigating complex incidents. You will partner closely with engineering, design, and cross-functional stakeholders to ship products that deliver measurable value across the entire claims journey. This is an individual-contributor (staff) role that requires regular leadership of complex, cross-functional initiatives with accountability for outcomes. You will collaborate deeply with Claims, Actuarial, Finance, Legal, Data Science, and Insurance Operations, working within the United States/Canada region under Coalition's flexible, distributed work policies.

Key facts

What you'll do

Define and evolve the claims experience strategy with a focus on operational efficiency spanning workflow tools, automation, ML-powered insights, and customer-facing experiences.

Lead complex software migrations and platform evolution, driving end-to-end product work from discovery and planning through rollout and impact measurement in partnership with engineering.

Serve internal customers with a strong customer experience mindset, working closely with claims professionals and operations to understand workflows and pain points.

Leverage AI and automation consistently across core product tasks from ideation to execution, partnering with engineering and data science to design scalable automation paths within the claims experience.

Own requirements, documentation, and cross-functional communication, creating detailed use cases and writing clear, actionable product requirements for diverse audiences.

Make data-informed decisions using both quantitative and qualitative data to define success metrics, prioritize initiatives, and make thoughtful trade-offs between competing goals and constraints.

Lead intricate, cross-functional initiatives by coordinating stakeholders, managing dependencies, and ensuring on-time, high-quality delivery of complex projects.

Partner with brokers and policyholders indirectly through tools and workflows that enable claims professionals to resolve incidents quickly and with confidence.

Champion platform investments that remove friction, reduce manual overhead, and provide the clarity and leverage needed for efficient claims resolution.

Translate evolving business needs into product direction, aligning strategic priorities with practical implementation alongside engineering and design teams.

Maintain a sharp focus on operational excellence by continuously identifying inefficiencies and proposing product-led improvements to claims processes.

Act as a product steward across the claims journey, ensuring that tools, workflows, and integrations support both current needs and future scalability.

Requirements

7+ years of experience building and shipping software products, ideally in SaaS and B2B settings, with a track record of delivering complex software initiatives.

Experience owning product strategy, roadmaps, and requirements for a complex operational domain, demonstrating comfort with intricate workflows and systems.

Strong written and verbal communication skills to articulate benefits and trade-offs of features to engineering, claims, operations, sales, marketing, and leadership audiences.

Ability to make data-informed decisions, balancing quantitative metrics with qualitative user insights to prioritize competing goals and constraints.

Collaboration skills to lead cross-functional initiatives, coordinating stakeholders and managing dependencies to ensure successful delivery.

Familiarity with claims operations, insurance processes, or regulated environments is valued for understanding context and constraints.

Comfort working with emerging technologies such as AI and automation, with an eye toward responsible implementation and measurable impact.

A product mindset focused on customer experience, operational efficiency, and platform thinking that supports long-term scalability.

Practical notes

This job description outlines the responsibilities, qualifications, and expectations for the Staff Product Manager, Claims Experience role at Coalition, Inc. The position is focused on owning the systems and workflows at the heart of claims handling, with an emphasis on operational excellence, automation, and platform enablement. You will define and evolve the claims experience strategy, lead complex software migrations, and serve internal customers by designing tools that reduce manual overhead and increase team capacity. The role requires strong communication skills, data-informed decision making, and the ability to lead intricate, cross-functional initiatives from discovery through delivery. You will leverage AI and automation across the product lifecycle, partner with engineering and data science, and translate evolving business needs into clear product direction. This staff-level role regularly leads complex initiatives and requires comfort with sophisticated operational domains such as insurance claims. Coalition provides an environment where bold thinking and impact-driven work are valued, and opportunities to make a difference are present in daily practice. The role is based in the United States/Canada with flexible, distributed working arrangements aligned with company policies.