Forward Deployed AI Product Manager, FSI

About this role

We are hiring a Forward Deployed AI Product Manager (FDPM) to be the connective tissue between our clients and our engineering teams. This is not a traditional PM role. You will live at the intersection of product strategy, technical delivery, and client partnership - spending meaningful time embedded with banks, credit unions, and insurance carriers to deeply understand their workflows, then translating those insights into AI-powered solutions that ship.

Think of this as: part Product Manager, part Implementation Consultant, part Pre/Post-Sales Engineer.

Whether you have run operations inside a bank, credit union, or insurance carrier, implemented enterprise software at a core banking, digital banking, policy administration, or claims vendor, or advised financial services clients as a consultant - if you have felt the pull toward product and AI, this role was built for you.

What You'll Do:

Client Engagement & Discovery

• Serve as the primary Product point of contact and trusted advisor for a portfolio of banking and insurance clients, including owning relationships across contact center operations, digital and channel leadership, claims and servicing operations, IT, and risk/compliance stakeholders, often working alongside C-suite sponsors.

• Lead structured discovery engagements - interviews, workflow mapping, call and queue observation, side-by-sides with agents, and document analysis - to surface automation opportunities and unmet customer, policyholder, or operational needs.

• Define the “art of the possible” for each client, helping them connect their operational pain points to our AI platform capabilities - while respecting the regulatory and disclosure constraints they operate under.

Solution Design & Scoping

• Review the pre-sales Statement of Work drafted by the Solution Architect to confirm scope, feasibility, and design alignment before it is signed by the customer.

• Translate real-world workflows - card disputes and fraud alerts, payments and transfers, account and policy servicing, loan servicing and collections, first notice of loss (FNOL) and claims status, premium billing - into structured product and configuration requirements, in collaboration with Forward Deployed Engineers (FDEs), Applied ML, and Solution Engineers.

• Own the quality, consistency, and completeness of the Autopilot design and specification documents that serve as the handoff to engineering, including required disclosures, authentication and identity-verification steps, consent capture, and human-handoff criteria.

• Define the business success metrics for the engagement (time-to-value, containment/call deflection, self-service completion rate, first-contact resolution, average handle time, claims and dispute cycle time, cost per contact) with the client.

• Enforce scope discipline during UAT - route requests outside the agreed design doc and SOW to the Sales/Account team so that they follow change order processes, rather than absorbing them into the current engagement.

Pilots, Deployment & Value Delivery

• Own 0→1 deployments end-to-end (from pilot kickoff through go-live): manage timelines, stakeholder communication, change management, and the iteration cycle to production-ready deployments.

• Generate test criteria from build artifacts and conduct manual validation (e.g., live call testing, authentication and disclosure path testing) before approving customer UAT.

• Partner with the client’s compliance, legal, and information security teams to clear the reviews and control requirements that gate go-live in regulated environments.

• Drive customer UAT to completion as efficiently as possible, including on-site travel for strategic or marquee accounts to accelerate UAT and fine-tuning.

• Monitor deployed Autopilots post-launch by using observability tooling, evaluating performance, and driving resolution of issues that surface.

• Ensure clients and Customer Experience Managers (CXMs) can successfully measure business success metrics for the deployment before handing ongoing success measurement to the CXMs.

• Document ROI proof points and case-for-scale narratives at go-live and deployment milestones; hand off to CXMs to drive expansion and renewal.

Product Feedback & Roadmap Influence

• Surface reusable patterns and high-priority gaps from field deployments to the core product roadmap, partnering with FDEs, ML engineers, and product leadership to turn client-specific work into productized features.

• Contribute to internal knowledge bases, playbooks, and templates that systematize the FDPM practice as we scale.

Required Qualifications

• 5+ years of experience in financial services or financial services technology, with hands-on exposure to banking or insurance operations in one or more of the following domains: Retail & Commercial Banking Servicing (account servicing, payments, card disputes, fraud alerts), Lending & Collections (originations, loan servicing, delinquency management), or Insurance Operations (FNOL and claims, policy servicing, quoting and new business).

• Demonstrated experience in a client-facing delivery role - implementation, technical project management, solution consulting, or customer success - where you owned outcomes, not just activities.

• Ability to quickly understand and map complex customer-facing and back-office workflows, then distill them into structured requirements and prioritized problem statements.

• Strong written and verbal communication skills; able to present to VP/C-suite stakeholders at banks and carriers and translate between operations, risk/compliance, and technical audiences.

• Working familiarity with the regulatory context these workflows sit in - TCPA outbound contact rules, Reg E and Reg Z disclosures, call recording and consent, GLBA and PCI DSS data handling, or NAIC market conduct expectations - and the judgment to know when to pull in legal or compliance.

• Comfortable operating in ambiguity and whitespace; you…